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FRANCHISE TAX BOARD

Title:  CUSTOMER SERVICE SUPERVISOR, FRANCHISE TAX BOARD
Salary: $4,622.00 - $5,743.00
Posted: 03/18/2014

Job Description:
**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 the Administrator I, you direct and monitor the activities of up to 18 phone, internet chat and/or correspondence Customer Service Representatives and lead person(s) in the Filing Services Bureau. In addition to understanding the bureau’s operational goals, an extensive knowledge of Personal Income Tax and Business Entity laws and the department’s processing procedures are required. You are expected to participate in the short and long-term planning process for various workloads, adjust work schedules and redirect resources to meet operational needs, make recommendations and decisions related to personnel and operational issues, evaluate, mentor, and coach staff, and ensure that performance goals are met. You are a role model for fellow employees by being courteous, professional, and promoting a positive environment. You ensure 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, consistent, and honest.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES :

DESIRABLE EXPERIENCE/QUALIFICATIONS :
  • Strong leadership skills, including the ability to inspire, motivate, mentor and build cohesive teams.
  • Excellent communication skills, both verbal and written.
  • Ability to effectively work with the public and establish and maintain positive relationships.
  • Ability to effectively work independently and in a team environment.
  • Demonstrated dependability, interpersonal and customer service skills.
  • Project and/or process improvement experience.
  • Contact center experience.
  • Working knowledge and experience in PIT and/or BE Tax Law.
  • Working knowledge and experience in BETS, TI and dependent systems.
  • Strong commitment to a taxpayer centric approach to provide high quality services.
  • Ability to demonstrate good judgment and dependability.
  • Ability to remain flexible and open in response to changing priorities and workloads.
  • Strong analytical, organizational, and time management skills.
  • Working knowledge of MS Word, Excel, and Outlook.
  • Ability to accept and utilize constructive feedback.
  • Self-motivated, enthusiastic, flexible, and customer service oriented.
  • Willingness to adjust work schedule to meet operational needs.
  • Ability to motivate and coach staff.
  • Excellent work ethic.
  • Positive attitude and a 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) may 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 ALL of the following documents:

SUPPLEMENTAL APPLICATION:
In order to be considered for this position, interested applicants must submit a supplemental application. Your response must be no more than two type-written pages in length, using 12-point font, 1 inch margins and include your first and last name in the upper right-hand corner of each page. Respond to the following supplemental statement:

  • Often our work environment requires that numerous tasks be completed simultaneously. Give an example of when you were in this type of situation. What were the specific challenges and how did you manage them?

*A completed application includes the position title, position number and contact person’s name in the job title line, and must be signed. Candidates who do not submit all of the required documents (incomplete application packages) will be eliminated from the selection process. All submitted information will be screened and the most qualified candidates will be invited to an interview. FTB EMPLOYEES MUST HAND DELIVER OR ROUTE TO: Stacy Smith at M/S F-283. Candidates not currently employed by the Franchise Tax Board must send their application package to the address shown below. Multiple positions may exist for this vacancy.

RPA #'s 1314-4062 & 4063

Additional Information:

Working Title Position Number
Customer Service Supervisor 564 - 728 - 1008 - 001
Location County
Filing Services Bureau SACRAMENTO
Timebase Tenure
Full Time Limited Term  26 month(s)
Final Filing Date: Department Link:
03/28/2014 https://www.ftb.ca.gov
Contact Unit/Address Contact Name/Phone
Exam Unit
P. O. Box 550
Sacramento, CA 95812-0550
Stacy Smith
(916) 845-5038


Special Requirements:
Background Check Required

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Notice: 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. Learn all about it.

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.