Job Description

Job Description and Duties

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 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 respond directly to the most sensitive and complex customer contacts, including irate customers, tax preparation professionals, and others in need of special assistance. In addition, the CS Specialist 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. Lastly, the incumbent is expected to maintain good attendance, 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.

Positions are currently available in:

Correspondence, Analysis, Support, and Education Section: Multi Contact Resolution Unit 1 - Live Chat

Additional positions may become available in:

Taxpayer Services Center Section: Taxpayer Services Unit

Correspondence, Analysis, Support, and Education Section: Multi Contact Resolution Unit 2 - Correspondence

Additional positions may become available (RPA 2526-00160, 00161, 00164-00166).

Please complete this optional survey letting us know how you heard about this position by

You will find additional information about the job in the .

Working Conditions

This position is eligible for remote-working within California based on departmental guidelines and operational needs. Some in-office presence required.

Special Requirements

• The position(s) require(s) a Background Investigation be cleared prior to being hired.

This business uses E-Verify in its hiring practices to achieve a lawful workforce. E-Verify is a web-based system that allows enrolled employers to confirm the eligibility of their employees to work in the United States. For more information about E-Verify, please go to .

CALIFORNIA CODE OF REGULATIONS, TITLE 2, SECTION 172: All candidates for, appointees to, and employees in the state civil service shall possess the general qualifications of integrity, honesty, sobriety, dependability, industry, thoroughness, accuracy, good judgment, initiative, resourcefulness, courtesy, ability to work cooperatively with others, willingness and ability to assume the responsibilities and to conform to the conditions of work characteristic of the employment, and a state of health, consistent with the ability to perform the assigned duties of the class. Where the position requires the driving of an automobile, the employee must have a valid state driver's license, a good driving record and is expected to drive the car safely. The foregoing general qualifications shall be deemed to be a part of the personal characteristics of the minimum qualifications of each class specification and need not be specifically set forth therein.

**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.

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”.

• Ability to apply the Department's Mission and Values
• Ability to interpret and accurately explain complex provisions of the California Revenue and Taxation Code, the Internal Revenue Code, tax policy memorandum, public service bulletins, and other operating procedures
• In-depth knowledge of personal income tax law, business entity income tax law, filing requirements and procedures (including electronic filing options), filing enforcement practices, audit requirements, collection activities, and taxpayer privacy and data confidentiality requirements
• Understanding of the full range of taxpayer requirements and services and the ability to explain these to taxpayers and tax preparation professionals, in a manner that is explicit, professional, courteous, and responsive to the customer's needs
• Completed Filing Services Bureau Official 10-to-12-week Personal Income Tax (PIT) and 6-to-8-week Business Entity (BE) Training courses, or comparable PIT and BE training courses
• Extensive knowledge and experience in BE tax and PIT laws and procedures
• Working knowledge and experience with Business Entities Tax System (BETS), Taxpayer Information (TI) System, PIT Accounts Receivable Collection System (ARCS), BE ARCS, Taxpayer Folder, Case Management (CM), and dependent systems, or comparable tax accounting software and systems
• Working experience performing transactions in the following FTB PIT systems: TI, PIT ARCS, PIT INC, or comparable tax accounting systems
• Working experience performing transactions in the following FTB BE systems: BETS, BE ARCS, BE INC, or comparable tax accounting software/systems
• Knowledge and experience with Qfiniti, or a comparable phone call monitoring and evaluation system
• Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint)
• Experience working in a contact center (telephone, correspondence, and/or chat)
• Ability to lead, mentor, and train others
• Energetic with a positive attitude
• Excellent verbal and written communication skills
• Excellent customer service skills
• Effective interpersonal skills
• Strong analytical and problem-solving skills
• Ability to effectively deal with the public and establish and maintain positive working relationships
• Ability to work independently and in a team environment while demonstrating initiative, integrity, ownership, and accountability

Benefits

Benefit information can be found on the website and the website.

In addition, Franchise Tax Board offers the following:

• Convenient transportation and commuting options include : Light Rail stop, bicycle lockers, free parking, and carpool/vanpool opportunities

Additional Application Instructions

A complete application package must be received in the Classification & Hiring Unit or postmarked by the final filing date and must include:

• Completed employment information on the STD. 678, including the “From” and “To” dates, “Hours Per Week,” and “Duties Performed" fields for all jobs listed in the “Employment History” fields (resumes do not take the place of these fields on the STD. 678)
• All of the required documents listed in the “Required Application Package Documents” section 
• The position number and job control number in the job title line of the STD. 678, if submitting a paper application package (these numbers will auto-populate in the job title line of the STD. 678 if submitting an electronic application through your CalCareer Account)
• A signature, if submitting a paper application package

Candidates who do not follow all of the listed application instructions may be eliminated from the selection process. All submitted information will be screened and the most qualified candidates will be invited to an interview.

Electronic applications submitted through your CalCareer Account are highly recommended. If you are unable to apply electronically through your CalCareer account, please mail a completed and signed STD. 678 and application package to the mailing address provided above in the “Application Instructions” section.

Do not include full Social Security Number, method of eligibility, and LEAP information in your application package.

Required Application Package Documents

The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:

• Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
• Resume is optional. It may be included, but is not required.

Job Tags

Similar Jobs