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).

Please complete this optional survey letting us know how you heard about this position by clicking here.

You will find additional information about the job in the .

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 .

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 Show phone number 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 Show phone number.

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

Benefits

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

In addition, Franchise Tax Board offers the following:

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

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 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.

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 one type-written page in length, using 12-point font, 1-inch standard margins and include your first and last name in the upper right-hand corner of the page. Respond to the following supplemental statement(s):

  Describe what you have done to demonstrate the importance of sharing and receiving accurate and timely information.

  What did you do?

  Why was this necessary?

  What did this achieve?