Customer Service Supervisor

California Franchise Tax Board; Sacramento (CA); On-site; USD 73,000 - 90,000; Full time

Job summary

California Franchise Tax Board is seeking a Customer Service Supervisor to lead a team of CSRs, CSSs, and Lead Compliance Representatives in the Filing Services Bureau, ensuring quality service and adherence to PIT and BE laws. The supervisor will model professional conduct, promote a positive work environment, and address issues to resolve inquiries efficiently.

Position located in Sacramento with in-office telework; opportunity for additional roles in CASES/TSCS.

Qualifications

• 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.

Skills

Leadership

Customer service

Communication

Time management

Team building

Project leadership

Problem solving

Tools

MS Office

Qfiniti

Tax systems knowledge

Job description

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. http://hrmanual.calhr.ca.gov/Home/ManualItem/1/2113

Job Description And Duties

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 2627-00077).

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

Position Details

Job Code #: JC-530870

Position #(s): 564-728-1008-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

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 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), LexisNexis, 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 Office (Outlook, Word, Excel, PowerPoint, SharePoint)
• 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
• Experience drafting reports, memos, or procedures
• Excellent analytical skills, including the ability to use good judgment when analyzing data to make sound conclusions

Contact Information

Department Website: http://www.ftb.ca.gov

Human Resources Contact: Classification & Hiring Unit

[phone]

Hiring Unit Contact: Corrin Nasca / FDHT

[phone]

[e-mail]

Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the Department's EEO Office.

EEO Contact: Reasonable Accommodation Unit

[phone]

California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.

Final Filing Date: 9/25/2026