1 Customer Service Team Leader (Supervisor) Job in Apex, NC
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North Carolina Department of Revenue is Hiring a Customer Service Team Leader (Supervisor) Near Apex, NC
- This is an INTERNAL POSTING open ONLY for current employees of the NC Department of Revenue including temporaries who are currently working for DOR***
The North Carolina Department of Revenue has a job opening for a Customer Service Team Leader position in the new Customer Service Center Division. This position leads the daily operations of a Level 1 customer service team.
Responsibilities of the Customer Service Team Leader include, but are not limited to, the following:
- Supervising a team of approximately 7 customer service agents
- Assisting management with the hiring process
- Training agents to understand and communicate tax law, procedures and policies
- Evaluating, documenting and coaching employees for success in accordance with the quality assurance scorecard process and call metrics
- Reviewing statistical reports to manage and coach performance standards for productivity, as well as devise and implement changes in work processes
- Handling escalated calls from agents to help resolve any issues or concerns from customers
- Experience in a call center environment and providing excellent service to customers
- Ability to establish and maintain effective working relationships with various levels of management
- Demonstrated experience in general state tax law knowledge with an understanding of Department policies and procedures
Supplemental and Contact InformationThe North Carolina Department of Revenue is committed to excellence in tax administration, ensuring secure and efficient collection of revenue to fund vital public services. We are an employer of choice offering excellent benefits, competitive pay, professional development, and career advancement. Our dedicated team provides accurate information, achieves high compliance, and delivers innovative services with integrity and fairness. DOR is an equal opportunity employer hiring qualified candidates regardless of race, color, gender, national origin, religion, age, disability, or political affiliation.
The Department of Revenue seeks to fill positions with the most qualified individuals in its effort to provide taxpayers with the most efficient and effective services possible.
This position is subject to federal and state criminal background checks that may include fingerprinting and verification of tax compliance. "Tax compliance" is defined as having filed and paid all North Carolina State taxes owed each year leading up to the current calendar year or currently in a non-delinquent payment status with the State of North Carolina on taxes that are currently owed to the state.
If selected for an interview, you may have the option to interview via telephone and/or other method as technology allows.
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. NC DOR welcomes attached resumes, cover letters and reference information, but these items will not be used for screening for qualifying credit. Please make sure the application is completed in full. "See Resume" or "See Attachment" will NOT be accepted. Applicants eligible for veteran's preference should attach a copy of form DD-214.
If you are having technical issues logging into your account or applying for a position please review the Get Help/FAQ's information on the website. If you are still experiencing technical issues with your application, please call the NeoGov Help Line at 855-524-5627.
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 919-500-6083.
Job Summary
Full Time
$56k-73k (estimate)
05/24/2024
06/21/2024
ncdor.gov
WILMINGTON, NC
1,000 - 3,000
1921
JOHN ADDINGTON
<$5M
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About North Carolina Department of Revenue
The North Carolina Department of Revenue is a national model for revenue agencies. Relying on best practices, and with technology as an enabler, we continuously find innovative ways to increase efficiency and productivity in all areas of Departmental operations and tax administration. Follow us on Twitter @NCDOR Like us on Facebook Subscribe and watch our helpful videos on YouTube
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