**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 1-800-852-5711 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 (800) 735-2929.
JOB DESCRIPTION :
Under the general direction of an Administrator I, you direct and monitor the activities of up to 18 phone, internet chat and/or correspondence Customer Service Representatives (CSRs) and lead person(s) in Filing Services Bureau. In addition to understanding the bureau’s operational goals, an extensive knowledge of Personal Income Tax (PIT) and Business Entities (BE) laws and the department’s processing procedures are required. You set an example for fellow employees by being courteous and professional. You promote a positive environment, and ensure that operational goals and quality service objectives are met. You exercise good judgment and resolve issues at the lowest level. You explain pertinent legal provisions, regulations, and related administrative practices and their application. You are expected to maintain good attendance and possess efficient and effective work habits, including time utilization. Personal characteristics of a Customer Service Supervisor include being fair, positive and honest.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES :
Demonstrated dependability, interpersonal and customer service skills.
Contact center experience.
Working knowledge and experience in PIT and/or BE Tax Law.
Working knowledge and experience in BETS, TI and dependent systems.
Proficiency in MS Office (Outlook, Word, Excel).
Project and/or process improvement experience.
Willingness to adjust work schedule to meet operational needs.
Sense of humor.
WHO MAY APPLY : Current state employees with status in the above classification or lateral transfers from an equivalent class, former state employees who can reinstate into this class or persons who are reachable on a current employment list for this classification. A training and development assignment (T & D) will also be considered. All appointments are subject to SROA/Surplus hiring provisions. Surplus candidates must submit an application packet as outlined in this bulletin with a copy of their surplus status letter in order to be considered.
HOW TO APPLY : Interested applicants must submit a package containing ALL of the following items:
A completed standard state application (STD 678)
SUPPLEMENTAL APPLICATION :
In order to be considered for this position, interested candidates must submit a supplemental application. Your response must be no more than two type-written pages 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 the following supplemental statement:
Provide a specific example of how you have helped create an environment where different perspectives are valued, encouraged and supported.
What was the situation?
What did you do?
What was the outcome?
APPLICATIONS MUST INCLUDE THE POSITION NUMBER AND CONTACT PERSON’S NAME IN ORDER TO BE CONSIDERED FOR THIS POSITION. Candidates who submit incomplete packages will be eliminated from the selection process. FTB EMPLOYEES MUST HAND DELIVER OR ROUTE TO: Marina DelToro-Castellanos at M/S F-220. Candidates not currently employed by the Franchise Tax Board must send their application package to the address shown below. All submitted information will be screened and the most qualified candidates will be invited to an interview. Multiple positions may exist for this vacancy.
If you are not a current or former State employee, you must first take an examination to obtain list eligibility. This does not apply to Student Assistant vacancies.
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Equal Opportunity to all regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, or sexual orientation.
It is the objective of the State of California to achieve a drug-free state workplace. 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.