Level 1 Customer Service Supervisor

Administrative Supervisor (S)

The North Carolina Department of Revenue is recruiting for a Customer Service Supervisor in our Level 1 Unit. This is a hybrid working position that can be based out of any of our 3 Customer Service Centers (Greensboro, Raleigh or Rocky Mount). The supervisor leads the daily operations of a Level 1 customer service team. Responsibilities of this position include, but are not limited to, the following:

• Supervising a team of approximately 7 customer service agents
• Assisting division management with the hiring process
• Training agents to understand and communicate tax law, procedures and policies to resolve customer inquiries
• Evaluating, documenting and coaching employees for success in accordance with the NCVIP call metrics and adherence to divisional policies and procedures
• Reviewing statistical reports to manage and coach performance standards for productivity, as well as devise and implement changes in work processes
• Resolving customer issues and concerns escalated from agents

Knowledge Skills and Abilities/Management Preferences:

• Good communicator (both written and verbal) with the ability to express ideas both clearly and concisely
• Ability to establish and maintain effective working relationships with team members and various levels of management
• Demonstrated experience and application in general state tax law knowledge, DOR computer systems, and an understanding of Departmental policies and procedures

Recruitment Range: $44,000 - $52,000

Effective July 1, 2025, candidates now meet the minimum qualifications of a position if they have the minimum education and experience listed from the class specification. The knowledge, skills, and abilities listed in the vacancy announcement should be used as management preferences and be used to screen for the most qualified pool of applicants.

COMPENSATION & BENEFITS: The state of North Carolina offers excellent comprehensive benefits. Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis).

Some highlights include:

• The best funded pension plan/retirement system in the nation according to Moody's Investor's Service
• Twelve paid holidays per year
• Fourteen vacation days per year which increase as length of service increases and accumulates year-to-year
• Twelve sick days/year which are cumulative indefinitely
• Paid Parental Leave
• Personal Observance Leave and Community Service Leave
• Longevity pays lump sum payout yearly based on length of service
• 401K, 457, and 403(b) plans
• Eligibility for the Public Service Loan Forgiveness Program

This position is subject to federal and state criminal background checks that may include fingerprinting and verification of tax compliance. To be considered within the most qualified pool of applicants and receive credit for your work history and credentials, you must document all related education and experience on the State of North Carolina application in the appropriate sections of the application form. Any information omitted from the application cannot be considered for qualifying credit.

Applicants eligible for veteran's preference should attach a copy of form DD-214.

If you have general questions about the application process, you may contact Human Resources at 919-814-1200 or HumanResources@ncdor.gov. Individuals with disabilities requiring disability-related accommodations in the interview process, please call the agency ADA Administrator at 984-275-5832.

Minimum Education and Experience: High school diploma or General Educational Development (GED) diploma and four years of progressively responsible administrative/office management experience, including one year as a lead worker; or equivalent combination of education and experience.

EEO Statement: The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices.

Recruiter: Donna L Howe

Recruiter Email: DONNA.HOWE@NCDOR.GOV