Pay Grade: NC09

At the North Carolina Department of Revenue, our mission is to fund public services benefiting the people of North Carolina; we administer the tax laws and collect taxes due in an impartial, consistent, secure, and efficient manner. Together we are a SMART organization because we: Safeguard customer information; Maintain a knowledgeable workforce; Achieve a high level of understanding and compliance; Respond with accurate information through innovative services; and Treat our customers fairly. Through modernization efforts in technology, we believe we have set a high standard that other agencies will admire. As an employer, we offer excellent benefits, stable work environment, competitive salaries, defined career paths, and training programs that will enable you to be successful.

The North Carolina Department of Revenue is currently accepting applications for a Revenue Tax Technician to work in the Fayetteville Service Center in the Taxpayer Assistance and Collection Division. This position is responsible for assisting the taxpayer with tax compliance through inbound and outbound telephone calls, written correspondence and public contact. The Revenue Tax Technician works in call queues to answer general questions from taxpayers and representatives, assists walk-in taxpayers, and responds to written correspondence. The individual selected for this position must have excellent communications skills both written and oral; a strong work ethic; be able to prioritize and multitask; and exceptional time management skills. The Revenue Tax Technicians must be able to maintain rational behavior during interactions with taxpayers and demonstrate courteous, professional, and efficient behavior while dealing with controversial matters.

Responsibilities include, but are not limited to, the following:

• Answer telephone calls from taxpayers on issues relating to filing reports, making payments, notices received, account balances and adjustments, and tax law

• Initiate telephone contacts and/or correspondence with customers to provide information for resolution of tax matters

• Respond to correspondence received which taxpayers are requesting a penalty waiver, closing a business, have a misapplied payment, etc.

• Make outbound calls to taxpayers to assist in resolution of outstanding tax liabilities

• Explain, educate, and advise taxpayers (individual and businesses) of collection policies/procedures, tax laws, and regulations regarding delinquent taxes

• Correspond with taxpayers by mail and/or telephone to secure Business Non-Filer (delinquent) returns and/or resolve low dollar collection cases

• Establish payment plans with taxpayers based on standard operating procedures

• Research assets and verify liens on taxpayers

• Perform office clerical duties and processes payments

• Assist with division initiatives/projects as determined by management

• Experience communicating with customers to resolve difficult situations

• Basic skill level using Microsoft Word, Excel, and MS Office in general

• Ability to acquire and maintain a basic level of technical knowledge of all tax laws of North Carolina

• Ability to acquire and maintain a basic knowledge of the various tax types and schedules of North Carolina

• Ability to quickly learn and master new software systems, such as the Department's Integrated Tax Administration System

MANAGEMENT PREFERENCE:

Management prefers candidates with technical tax administrative knowledge and experience.

Associate's degree in Business Administration, Accounting or related field from an appropriately accredited institution, and one year work experience preferably in an accounting-related environment or an equivalent combination of education and experience.