Customer Service Manager

Job Description and Duties

The Secretary of State’s Office, Political Reform Division is pleased to announce the opportunity for qualified applicants to apply for a full-time Supervisor I position to organize and direct the analytical and administrative functions of staff serving the public. This is an exciting opportunity to use and further develop your supervisory skills within a dynamic team of professionals. Join our division and you will play a critical role in promoting transparency in the campaign finance and lobbying processes!

Please Note : In accordance with Government Code Sections 19080-19083 the position is established for 12 months and may be extended for another 12 months; and may become permanent.

The Customer Service Manager, a Supervisor I, plans, organizes, and directs the work of staff responsible for handling internal and external stakeholder phone calls, emails, in-person appointments, requests, and organizing statements and reports received by mail and email.

The incumbent will be an integral part of a collaborative management team and expected to contribute in a meaningful way to the operations of the Division. Additionally, they must have a working knowledge of standard administrative policies and procedures and acquire an in-depth understanding of the statutes, regulations, and policy directives governing the programs and projects within their purview.

Desirable Qualifications:

• Demonstrated good judgement and ability analyze problems, develop and make recommendations accordingly
• Experience managing and supervising a team, including hiring, training, and evaluating staff
• Ability to present information and express ideas in a positive, clear, concise, and convincing manner
• Ability to motivate and develop staff to achieve strategic organizational goals
• Experience in process improvement and change management
• Demonstrated ability to work independently with excellent follow through on tasks
• Technically proficient with a current working knowledge of Microsoft Office Suite Programs
• Interest in the importance of transparency in campaign finance and lobbying, and the implementation of new laws and regulations within the program

Statement of Qualifications : Applicants must submit a Statement of Qualifications detailing how they meet the “Desirable Qualifications” listed above. The Statement of Qualifications must be no more than two (2) pages typed, using business professional font, font size, and formatting. Applications submitted without a Statement of Qualifications will not be considered. Resumes are optional but will not be accepted in lieu of a Statement of Qualifications. This position requires a high degree of accuracy and attention to detail, your Statement of Qualifications should reflect your ability to communicate effectively in writing.

You will find additional information about the job in the .

Working Conditions

Positions provide telework opportunities based upon the agency’s telework policy and business needs.

Special Requirements

Examination Information: Candidates new to state service or those seeking a promotional opportunity must take the online examination to establish eligibility. The examination can be found at the following link: CalCareers.ca.gov .

There is also a Limited Examination & Appointment Program (LEAP) exam available for this classification. Information on the LEAP certification process is available on the Department of Rehabilitation LEAP Certification website .

Education: When using education to meet minimum qualifications, please include all the required documents necessary to verify that you meet the minimum qualifications for this classification (i.e., degree, transcript, license, and certificate). Candidate may be required to provide a transcript prior to hire.

Benefits

Benefit information can be found on the CalHR website and the CalPERS website.

Required Application Package Documents

The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:

• Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
• Resume is optional. It may be included, but is not required.
• Statement of Qualifications - Please submit your response to the Statement of Qualifications as indicated above.