Customer Service Supervisor

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.


Under the general direction of the Administrator I, FTB, and as a member of the management team, the Customer Service Supervisor will organize, direct and monitor the activities of Customer Service Representatives (CSRs), Customer Service Specialists (CSSs) and Lead Compliance Representatives (CRs) who respond to contacts received through various channels from Taxpayers and their representatives in the Filing Services Bureau (FSB) Correspondence, Analysis, Support, and Education Section (CASES). In addition to understanding the section's operational goals, an extensive knowledge of the Personal Income Tax (PIT) and Business Entities (BE) laws and the department's processing procedures are required. The incumbent will set an example for fellow employees by being courteous and professional to internal and external customers and co-workers. The incumbent will promote a positive environment and ensure that operational goals and quality service objectives are met. When dealing with the public, the incumbent will exercise good judgment to assist the customer in identifying the exact nature of the issue that prompted the elevation of the contact to a supervisor, in order to resolve issues at the lowest level. The incumbent will explain pertinent legal provisions, regulations, and related administrative practices and their application to specific cases. The incumbent is expected to maintain dependability and 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 Correspondence, Analysis, Support, And Education Section: Live Chat Unit.

Additional positions may become available in TSCS or CASES.


Additional positions may become available (ERPA 2627-00077).


You will find additional information about the job in the Duty Statement .

Working Conditions


This position requires 4 or more days in the office per week. It is designated office-centered and may be eligible for some remote work based on departmental guidelines and operational need.

This position is not eligible for visa sponsorship. Applicants must be authorized to work in the US without the need for a visa sponsorship, now or in the future .


Minimum Requirements You will find the Minimum Requirements in the Class Specification.

• CUSTOMER SERVICE SUPERVISOR, FRANCHISE TAX BOARD

Additional Documents

• Job Application Package Checklist
• Duty Statement

Position Details Job Code #:
JC-530870


Position #(s):
View phone number on click.appcast.io-XXX

Working Title:
Customer Service Supervisor


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:
Permanent, Full Time


Department Information
Our mission is to help taxpayers file timely and accurate tax returns and pay the correct amount to fund services important to Californians.

FTB fosters an environment of equity and inclusion for all, and we welcome everyone to be part of our diverse workforce.


Department Website:


Special Requirements

• The position(s) require(s) a Background Investigation be cleared prior to being hired.

This business uses E-Verify in its hiring practices to achieve a lawful workforce. E-Verify is a web-based system that allows enrolled employers to confirm the eligibility of their employees to work in the United States. For more information about E-Verify, please go to .


CALIFORNIA CODE OF REGULATIONS, TITLE 2, SECTION 172: All candidates for, appointees to, and employees in the state civil service shall possess the general qualifications of integrity, honesty, sobriety, dependability, industry, thoroughness, accuracy, good judgment, initiative, resourcefulness, courtesy, ability to work cooperatively with others, willingness and ability to assume the responsibilities and to conform to the conditions of work characteristic of the employment, and a state of health, consistent with the ability to perform the assigned duties of the class. Where the position requires the driving of an automobile, the employee must have a valid state driver's license, a good driving record and is expected to drive the car safely. The foregoing general qualifications shall be deemed to be a part of the personal characteristics of the minimum qualifications of each class specification and need not be specifically set forth therein.


**IMPORTANT NOTICE** As required by the department's rules of conduct, all employees of the Franchise Tax Board (FTB) must be in compliance with the California Revenue and Taxation Code. During the background investigation portion of the hiring process, FTB will review return information to verify California state income tax compliance. Any failure to comply with the California Revenue and Taxation Code may prevent you from being hired at FTB. You must verify your filing status by calling View phone number on click.appcast.io to resolve any potential tax compliance issues, prior to submitting your application and seeking employment with FTB. All applicants not currently employed with the Franchise Tax Board will be subject to a pre-employment background investigation. The investigation will consist of completion of a pre-employment questionnaire, fingerprinting, and an inquiry to the Department of Justice to disclose criminal records. We comply with the Americans with Disabilities Act. Persons with hearing or speech impairments, call TTY/TDD View phone number on click.appcast.io.


Application Instructions
Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.
Final Filing Date: 9/25/2026
Who May Apply
Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list or LEAP eligibility, are in the process of obtaining list eligibility, or have SROA and/or Surplus eligibility (please attach your letter, if available). SROA and Surplus candidates are given priority; therefore, individuals with other eligibility may be considered in the event no SROA or Surplus candidates apply. Individuals who are eligible for a Training and Development assignment may also be considered for this position(s). Applications will be screened and only the most qualified applicants will be selected to move forward in the selection process. Applicants must meet the Minimum Qualifications stated in the Classification Specification(s).


How To Apply
Complete Application Packages (including your Examination/Employment Application (STD 678) and applicable or required documents) must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareer Account at When submitting your application in hard copy, a completed copy of the Application Package listing must be included. If you choose to not apply electronically, a hard copy application package may be submitted through an alternative method listed below:


Address for Mailing Application Packages


You may submit your application and any applicable or required documents to:


Franchise Tax Board
Classification and Hiring Unit
Attn: Corrin Nasca / FDHT
P.O. Box 550


Sacramento , CA 95812-0550


Address for Drop-Off Application Packages


You may drop off your application and any applicable or required documents at:


Franchise Tax Board
Classification and Hiring Unit
Attn: Corrin Nasca / FDHT
9646 Butterfield Way


Sacramento , CA 95827
Drop off at Welcome Center in Main Lobby (may be non-operational on weekends and holidays)
07:00 AM - 06:00 PM


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 required and must be included.
• Supplemental Application -
  In order to be considered for this position, interested candidates must submit a supplemental application.Your response must be no more than 2 type-written page(s) in length, using 12-point font, 1-inch standard margins and include your first and last name in the upper right-hand corner of each page. Respond to thefollowing supplemental statement(s):
  Supervisors in FSB are expected to demonstrate strong knowledge of procedures and workloads,effective leadership and coaching skills, and the ability to analyze information and make sound decisions.Tell us about a time you demonstrated the knowledge, skills, and abilities needed to supervise or lead a team.
  
  
  

Applicants requiring reasonable accommodations for the hiring interview process must request the necessary accommodations if scheduled for a hiring interview. The request should be made at the time of contact to schedule the interview. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this job posting.


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 FTB systems, including Taxpayer Folder (TPF), Case Management (CM),Taxpayer Information [System], Business Entities Tax System (BETS), Integrated Nonfiler Compliance (INC), Department of Motor Vehicles (DMV), LexisNexis, or other comparable tax accounting systems
• Knowledge of and experience in the Qfiniti system or other comparable phone call monitoring and evaluation systems
• Proficiency in MS Office (Outlook, Word, Excel, PowerPoint, SharePoint)
• 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
• Experience drafting reports, memos, or procedures
• Excellent analytical skills, including the ability to use good judgment when analyzing data to make sound conclusions

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

In addition, Franchise Tax Board offers the following:

• Convenient transportation and commuting options include : Light Rail stop, bicycle lockers, free parking, and carpool/vanpool opportunities

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:
Corrin Nasca / 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:
Reasonable Accommodation Unit
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.


Additional Application Instructions


A complete application package must be received in the Classification & Hiring Unit or postmarked by the final filing date and must include:

• Completed employment information on the STD. 678, including the "From" and "To" dates, "Hours Per Week," and "Duties Performed" fields for all jobs listed in the "Employment History" fields (resumes do not take the place of these fields on the STD. 678)
• All of the required documents listed in the "Required Application Package Documents" section
• The position number and job control number in the job title line of the STD. 678, if submitting a paper application package (these numbers will auto-populate in the job title line of the STD. 678 if submitting an electronic application through your CalCareer Account )
• A signature, if submitting a paper application package

Candidates who do not follow all of the listed application instructions may be eliminated from the selection process. All submitted information will be screened and the most qualified candidates will be invited to an interview.

Electronic applications submitted through your CalCareer Account are highly recommended. If you are unable to apply electronically through your CalCareer account, please mail a completed Revised 07.24.2026


and signed STD. 678 and application package to the mailing address provided above in the "Application Instructions" section.

Do not include full Social Security Number, method of eligibility, and LEAP information in your application package.


Examination Information


Candidates who currently have list eligibility or who will be taking the upcoming Customer Service Supervisor exam are encouraged to apply.


Equal Opportunity Employer
The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.


It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.