Customer Service Specialist
California State Jobs
Job Title
Customer Service Specialist
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) manages the Department's largest contact center that responds to over 1.5 million taxpayer and tax practitioner contacts by telephone, correspondence, MyFTB Message, and live chat. Under the general direction of the Customer Service Supervisor, the Customer Service Specialist (CSS) independently performs the most complex activities necessary to provide technical assistance orally and in writing to taxpayers and the tax practitioner community through multiple service channels including phone, live chat, correspondence, and Tax Practitioner Hotline contact center. The incumbent responds directly to the most sensitive and complex customer contacts, including irate customers, tax preparation professionals, and others in need of special assistance. The incumbent is required to have an understanding of the section's operational goals and an extensive knowledge of Personal Income Tax and Business Entities tax laws and systems and the department's processing procedures. When dealing with the public, the incumbent must exercise professionalism and good judgment to assist the customer in identifying the exact nature of the issue and explain pertinent legal provisions, regulations, and related administrative practices. The incumbent must possess efficient and effective work habits, including effective time management practices, and set an example for fellow employees by being courteous and professional to internal and external customers and co-workers.
Additional positions may become available: Taxpayer Services Center Section
- Practitioner Hotline Team
- Taxpayer Service Unit
Correspondence, Analysis, Support, and Education Section
- Live Chat
- Quality Assurance
Additional positions may become available (RPA 2627-00113 & 2627-00114).
You will find additional information about the job in the Duty Statement.
$3,833 - $4,804 per month
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