Customer Service Supervisor

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.

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 ).

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

Job Code #: JC-530870

Position #(s):

-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

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), Lexis Nexis, 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…