Customer Service Specialist/Supervisor, Franchise Tax Board Series

California State Personnel Board Specification

Series established April 18, 2000

Scope

This series specification describes the Customer Service Specialist and Customer Service Supervisor classes used in the Franchise Tax Board (FTB). These classes are used for positions that perform program-related analytical, leadperson, and supervisory responsibilities in public service call center areas of FTB.

Definition of Series

The Specialist level within this series is nonsupervisory and performs the most complex and sensitive work assigned to that level. Incumbents also function as leadpersons over Tax Technicians, Franchise Tax Board. Positions allocated to this level perform complex analytical work in public service functions in which incumbents advise and explain various provisions of laws administered by the Department. Incumbents receive incoming calls from taxpayers or tax practitioners, involving the most complex tax account issues; provide the public with information; explain, advise, and assist in the preparation of individual and corporate tax returns and property tax assistance claims; analyze, review, and respond to complex written and Internet E-mail correspondence, account and system inquiries from taxpayers involving access to confidential and/or sensitive account information, or matters involving access to secured, personal information (e.g., personal bank account numbers); research and resolve the most complex account problems that require special procedures and waivers; work closely with other program areas to ensure that all information disseminated to the public by customer services representatives is accurate; develop new customer protocols when operating policies and procedures are changed; develop analysis of legislative proposals that will have a public service impact on FTB; develop and deliver training for all customer service representatives, including both formal entry academy training and on-the-job training; monitor calls and correspondence of customer service representatives to ensure that proper disclosure requirements have been followed, information provided to taxpayers is accurate, transactions are correct, and accounts are properly annotated for future reference and proper follow-up; participate in process improvement efforts including focus groups, team efforts, performance measurement, and other activities designed to improve customer service.

The Supervisory level within this series plans, directs, and evaluates the work of paraprofessional and professional staff in the Department's public service call centers. Duties include, but are not limited to, supervising, coaching, and developing subordinate staff; ensuring quality customer service and effective customer relations; carrying out a variety of administrative tasks, including budget; and doing other related work.

Entry Level

Entry into this series is typically from the Tax Technician, Franchise Tax Board, classification.

Factors Affecting Position Allocation

Variety, complexity, and sensitivity of duties; independence of action and decision-making authority; level of impact of decision; responsibility for recommending or making decisions affecting taxpayers' accounts; importance and consequence of interdepartmental, governmental, and public relationships; specialized technical expertise required; and the degree and extent of supervision received and exercised.

Definition of Levels

Customer Service Specialist, Franchise Tax Board

Under general direction from a Customer Service Supervisor, Franchise Tax Board, independently performs analysis of the most complex reviews, provides specialized customer service support, or serves as a lead person and quality assurance monitor for Tax Technicians, Franchise Tax Board, who perform tax account services for taxpayers and other FTB customers. The Customer Service Specialist, Franchise Tax Board, directly responds to the most sensitive and complex customer contacts, including irate callers, tax preparation professionals, and others in need of special assistance. Incumbents also serve as a liaison to other program areas within FTB and assist in the development and dissemination of public service policies and procedures.

Customer Service Specialists, Franchise Tax Board, interpret and accurately explain complex provisions of the California Revenue and Taxation Code, the Internal Revenue Code, tax policy memoranda, public service bulletins, and other operating procedures. Positions at this level require detailed, in-depth program knowledge in: 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. Incumbents are expected to understand the full range of taxpayer requirements and services and be able to explain these to taxpayers and tax preparation professionals, in a manner that is explicit, professional, courteous, and responsive to the customer's needs. Positions at this level work independently and are expected to demonstrate a high degree of initiative, prudence, analytical ability, verbal and written communication skills, and independent judgment in making decisions. Errors in judgment can have a serious, negative financial impact on taxpayers, tax professionals, and the State.

Customer Service Supervisor, Franchise Tax Board

The Customer Service Supervisor, Franchise Tax Board, is responsible for the overall planning, directing, and coordination of work performed in program areas of the Department which are responsible for direct, incoming customer contact received either via telephone or in person. Program areas include, but are not limited to, the Taxpayer Service Center Section, Tax Practitioner Unit, or other public service programs within FTB. Incumbents direct the work of 18-20 paraprofessional and professional staff consisting of Tax Technicians, Franchise Tax Board, and Customer Service Specialists, Franchise Tax Board. Customer Service Supervisors, Franchise Tax Board, review and approve work procedures and make decisions on operational and personnel issues. They coordinate the work between units and various subdivisions within the Department. Incumbents assist in defining the budgetary and personnel needs for the unit, including resources, office equipment, and workload projections. Customer Service Supervisors, Franchise Tax Board, are expected to be highly skilled in managing customer service operations including establishing customer service values and standards, and conducting customer service training, quality assurance, and service monitoring. Incumbents routinely evaluate employee performance and take remedial or corrective action as needed. Customer Service Supervisors, Franchise Tax Board, are also expected to deal directly with customer complaints regarding service and performance issues; communicate with other agencies and members of the public on departmental policies and procedures; and may serve as a consultant to management on issues related to an assigned program area.

Minimum Qualifications

All Levels:

Experience applicable to either of the following patterns may be combined on a proportional basis to meet the total experience requirements. Additionally, State experience applied toward the �non-State experience� pattern must be in a class at a level of responsibility at least equivalent to that of one of the classes specified in the promotional State experience pattern.

Customer Service Specialist, Franchise Tax Board

Either I

Experience: Six months of experience in the California state service performing duties at a level of responsibility equivalent to that of either a Tax Technician, Franchise Tax Board, Range B, or performing tax compliance duties at a level of responsibility equivalent to a Tax Program Technician II, Franchise Tax Board.

Or II

Experience: One year of experience in the California state service performing tax compliance duties of a class at a level of responsibility equivalent to a Tax Program Technician I, Franchise Tax Board.

Or III

Education: Equivalent to graduation from college. (Registration as a senior in a recognized institution will admit applicants to the examination, but they must produce evidence of graduation or its equivalent before they can be considered eligible for appointment.) (Additional experience performing professional duties involving client-customer service contact, interpretation, or explanation of policies, regulations, or procedures for a public agency or private institution such as a bank, insurance company, credit bureau, or title company may be substituted for the required education on a year-for-year basis for up to two years of the required education.)

Or IV

Experience: Four years of increasingly responsible experience in a financial, commercial, or governmental enterprise, at least one year of which shall include client-customer service contact, interpretation, or explanation of policies, regulations, or procedures for a public agency or private institution such as a bank, insurance company, credit bureau, or title company.

Customer Service Supervisor, Franchise Tax Board

Either I

Experience: One year of experience in the California state service performing duties at a level of responsibility equivalent to that of a Customer Service Specialist, Franchise Tax Board, Range C.

Or II

Experience: Two years of experience in the California state service performing tax compliance supervisory duties at a level of responsibility equivalent to that of a Tax Program Supervisor, Franchise Tax Board.

Or III

Experience: Two years of experience in the California state service performing tax compliance duties at a level of responsibility equivalent to that of a Tax Program Technician II, Franchise Tax Board.

Or IV

Experience: Four years of increasingly responsible experience in a financial, commercial, or governmental enterprise, at least two years of which shall include supervision of a client-customer service function, involving interpretation or explanation of policies, regulations, or procedures for a public agency or financial institution such as a bank, insurance company, credit bureau, or title company.

Knowledge and Abilities

Customer Service Specialist, Franchise Tax Board

Knowledge of: Applicable rules, regulations, organization, and procedures of FTB; one or more program areas and applicable tax or nontax laws; one or more of the functions, applications, or processes administered and performed by FTB; research methods; completed staff work; current office methods, technologies, and equipment; basic computer hardware and software; proper telephone techniques; grammar, spelling, punctuation, and modern English usage; high school level mathematics. Ability to: Interpret, apply, and effectively communicate the provisions of FTB laws, rules, regulations, and policies; perform complex analytical work; secure and evaluate facts by interview or correspondence and make sound decisions; gather and analyze data and draw logical conclusions; follow and communicate directions; evaluate sensitive situations accurately and take effective action; demonstrate independence of action and thoroughness in the performance of tasks; effectively respond to difficult and sensitive calls and correspondence; serve as an expert technician/resource person; conduct training in the area of expertise; effectively express facts and ideas in individual or group situations; carry out assignments without detailed instructions; achieve quality centered products and services; maintain effective working relationships; serve in a lead capacity in advising and training less experienced and knowledgeable staff.

Customer Service Supervisor, Franchise Tax Board

Knowledge of: All of the above, and the interrelationship of FTB's programs, systems analysis, planning and program evaluation, procedure development, and project work; quality supervision, employee recognition concepts, performance improvement, team building, and customer service; principles and practices of supervision, program administration, and staff support services, including budget and personnel; a supervisor's responsibility for promoting equal opportunity in hiring and employee development and promotion, and for maintaining a work environment that is free of discrimination and harassment; principles and practices of the Ralph C. Dills Act.

Ability to: All of the above, and plan, organize, direct, and evaluate the work of paraprofessional and professional staff engaged in complex work; assess the training needs of subordinates; develop and utilize all available resources; understand and apply the concepts of customer service; promote, achieve, and be accountable for customer satisfaction, quality centered products, and services; handle the most difficult, complex, and sensitive program responsibilities; effectively participate as a member of the management team; understand and fulfill supervisory responsibilities under the State Employer/Employee Relations Act; effectively promote and maintain an environment that is free of discrimination and harassment; maintain effective employee relations; fulfill the Ralph C. Dills Act requirements.

Additional Desirable Qualifications

Knowledge of personal computers and/or mainframe terminal operations and methods; familiarity with current software applications; and knowledge of work process improvement methods.

Knowledge of modern call center or public service functions, including industry standards relating to productivity measurements and quality performance standards.

Class History