Customer Service Supervisor - Limited Term

Job Description And Duties The salary ranges listed in this Job Control may not reflect reductions in pay in accordance with the 2025 Personal Leave Program. Please follow the link for more information regarding the 2025 Personal Leave Program. The Filing Services Bureau (FSB) is searching for talented individuals to join our team. Under the general direction of an Administrator I, the incumbent will direct and monitor the activities of phone, Internet chat, and/or correspondence Customer Service Representatives, Customer Service Specialists, and lead Compliance Representatives in the Filing Services Bureau. In addition to understanding the bureaus operational goals, an extensive knowledge of Personal Income Tax (PIT) and Business Entities (BE) tax laws and the department’s processing procedures are required. The incumbent sets an example for fellow employees by being courteous and professional. The incumbent will promote a positive environment and ensure operational goals and quality service objectives are met. The incumbent exercises good judgment and resolves issues at the lowest level. The incumbent will explain pertinent legal provisions, regulations, and related administrative practices and their application. The incumbent will possess efficient and effective work habits, including time utilization. Personal characteristics of a Customer Service Supervisor include being fair, positive, and honest. Position is currently in Taxpayer Services Center Section: Taxpayer Service Unit. Additional positions may become available in Taxpayer Services Center Section or Correspondence, Analysis, Support and Education Section. Position may be extended up to 24 months or become permanent. Additional positions may become available (RPA 2627-00137). You will find additional information about the job in the Duty Statement . Position Details Job Code #: JC-526264 Position #(s): View phone number on click.appcast.io-XXX Working Title: Customer Service Supervisor - Limited Term Classification: CUSTOMER SERVICE SUPERVISOR, FRANCHISE TAX BOARD $6,523.00 - $8,106.00 New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable. # of Positions: Multiple Work Location: Sacramento County Telework: In Office Job Type: 12 Month Limited Term - Full Time Desirable Qualifications In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate: All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to clearly demonstrate how you meet the Minimum Qualifications and Alternate Range Placement for the position on your State Application (STD Form 678). The application should also clearly demonstrate the candidate’s ability to meet the Desirable Qualifications identified in this job advertisement. The Classification Specification is located on this Job Announcement Posting under "Minimum Requirements”. Knowledge of and experience in Franchise Tax Board (FTB) systems, including Taxpayer Folder (TPF), Case Management (CM), Taxpayer Information (TI), Business Entities Tax System (BETS), Integrated Nonfiler Compliance (INC), Department of Motor Vehicles (DMV), LexisNexis or comparable tax accounting software systems Knowledge of and experience in the Qfiniti system or comparable phone call monitoring and evaluation system Proficiency in Microsoft (MS) Office (Outlook, Word, Excel, PowerPoint) Excellent leadership and staff development skills Strong interpersonal and customer service skills Ability to effectively present ideas and information, both orally and in writing Ability to establish and maintain good working relationships with team members, customers and business partners Ability to promote and handle change, take initiative, and make sound decisions Ability to create and maintain a positive, productive and creative work environment Ability to adapt to changing priorities and manage time to complete concurrent assignments timely Ability to work collaboratively, with all levels of staff, in a team environment Self-motivated, enthusiastic, positive, open-minded, fair, and objective Involvement in diverse activities, program areas, and/or positions that have provided you with a greater understanding and appreciate for the broader perspective of the Enterprise Demonstrated performance encouraging positive relationships, creating high job satisfaction, encouraging success, showing understanding and being trusting and supportive Ability to inspire, motivate, engage, develop, mentor, and build teams Experience in leading project teams and/or participating in a project Knowledge of departmental systems Knowledge of Personal Income Tax law and Business Entities Tax Law, policies, and procedures Ability to recognize a problem and develop a proactive approach to resolve Contact center experience Ability to follow department's Mission and Values Contact Information The Human Resources Contact is available to answer questions regarding the application process. The Hiring Unit Contact is available to answer questions regarding the position. Department Website: Human Resources Contact: Classification & Hiring Unit View phone number on click.appcast.io Hiring Unit Contact: Sonia Jauregui / FDHT View phone number on click.appcast.io View email address on click.appcast.io Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the Department's EEO Office. EEO Contact: EEO Office View phone number on click.appcast.io California Relay Service: View phone number on click.appcast.io (TTY), View phone number on click.appcast.io (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device. Final Filing Date: 8/8/2026 #J-18808-Ljbffr California Franchise Tax Board