Job Description

Job Description and Duties

See below for an opportunity in a leadership position!

Are you interested in making life better for Californians? Are you looking for a career and not just a job? Do you want to create a meaningful impact in your community? If you answered yes to any of these questions, then the California Department of Tax and Fee Administration (CDTFA) has a career opportunity waiting for you! California not only needs you, it wants you as part of the growing workforce. New team members, new ideas, and new creative perspectives are needed in all areas at CDTFA. We value our team members and are dedicated to their career development. Our agency supports the development of our team members by offering training to flourish in their position and programs to promote and explore upward mobility.  To learn more about us, please see .

The CDTFA Customer Service Center (CSC) is the first point of contact for CDTFA customers and provides services via multi channels including telephone, webmails, ChatBot, and live chats. Under the general direction of the Deputy Director, External Affairs Division (EAD), the Chief, Customer Service Center (CSC) is responsible for formulating and recommending policy and managing and directing the operations of the CSC. The Chief provides direction to subordinate management and makes recommendations to the EAD Deputy Director and the CDTFA Executive Team, regarding implementing and conveying relevant laws, rules, regulations, and program performance to align with departmental strategic goals and objectives.

This position is responsible for a significant portion of CDTFA customer service responsibilities including, but not limited to:  the CDTFA Customer Service Center, remote call agents, email correspondence with taxpayers, current and anticipatory technologies, service taxpayers, taxpayer responses via social media, legislative inquires (some involving constituents), the EAD budget, and developing innovative policies and strategies for maximizing human resources in a customer service environment.

Travel may be required up to ten percent (10%) of the time, which may include overnight travel.

Under Government Code 14200, this position may be eligible for part-time telework for eligible candidates residing in California.

At this time, per the California Budget Act of 2025, all California Department of Tax and Fee Administration salaries are subject to the provisions of the State of California’s Personal Leave Program.

You will find additional information about the job in the .

Working Conditions

• Telework is partially available.

• Position may work in a high-rise building.

• Standard office environment.

• Daily use of a personal computer, office equipment, and/or telephone.

• Requires being in a stationary position, consistent with office work, for extended periods of time.

• Travel may be required up to ten percent (10%) of the time, which may include overnight travel.
  

Special Requirements

• This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.; for more information about E-Verify, please go to  .

• Position requires team members to be fingerprinted and successfully pass a background investigation.

Statement of Qualifications

PLEASE NOTE: In addition to the Standard State Application (STD. 678), you are required to submit a Statement of Qualifications (SOQ) with direct responses to the statements provided below. Within the responses, be sure to include specific information and should include an example or examples that best illustrate your experience, background, knowledge, skills, and abilities.

When completing your Statement of Qualifications , please  DO NOT  provide a single narrative response. For each SOQ prompt, provide detailed responses with a specific example or examples for each. The SOQ should be in Arial 12-point, single-spaced. Prior to each response, clearly indicate which question you are responding to by including the number and full text as stated in the SOQ.  Resumes do not take the place of the SOQ.

Please provide direct, individual responses, to each of the following SOQ Prompts below:

1.  Describe your  management-level experience communicating with executive-level management, other state agencies, legislative staff, or industry groups, and explain how you gained the executive manager’s confidence and support.

2.  Describe your  experience that has prepared you to develop, formulate, and recommend policies, procedures, and practices related to:

• Management of a division helping to support the critical role of tax fulfillment and
• Technological forecasting of service needs.

3.  Describe your  management-level experience that demonstrates your ability to analyze complex problems and recommend effective courses of action related to a customer service center.

4.  Describe your  experience with managing recruitment and retention in a workplace, such as a customer service center, with a high turnover rate and multiple levels of staff. What specific strategies or actions did you take to address these challenges?

5.  Describe your  management-level experience developing and implementing policies and procedures to ensure an efficient and effective customer service experience.

You must provide specific information in your responses that demonstrates how your knowledge, skills, and training meet the needs of this position.

Benefits

CDTFA appreciates and proudly celebrates diversity with an emphasis of an inclusive atmosphere in all levels of the organization. CTDFA is a participant in The Government Alliance on Race and Equity (GARE) Capitol Cohort to advance racial equality and advance opportunities for all in California. Team members of different races, ethnicities, genders, ages, religions, disabilities, gender orientations and personal experiences are welcomed to contribute to the success of CDTFA.

The CDTFA was presented with the Large State Employer of the Year Award for 2018 from The Association of California State Employees with Disabilities (ACSED); showcasing CDTFA’s support of employment, promotion, and fair treatment of persons with disabilities.

CDTFA values its team members and is dedicated to their career development. Our agency supports the development of its team members by offering training to flourish in their position and programs to promote and explore upward mobility.

In addition, you can look forward to:

• Nearby (third-party) parking.

• Convenient public transportation.

• Located near Downtown and major freeway access.

Working for the State offers  For more information about the outstanding benefits offered to State Employees  .

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

ADDITIONAL APPLICATION INFORMATION

Using the online application system as specified in the announcement is the preferred method of applying for civil service job opportunities; however, applicants may instead apply by way of U.S. mail, parcel delivery or courier service, or in person, as set forth in this announcement.

Paper applications must include a signature.  Dates printed on envelopes by mobile barcodes or equivalent mobile print technology are not acceptable proof of the date the application and any other required documents or materials were filed.

A completed state application (STD. 678) and any documents list under “Required Application Documents” must be submitted with your application package.

Hard Copy Mailing Information

PLEASE NOTE:  Applications received by mail that are not postmarked on, or before, the Final Filing Date WILL NOT be accepted. It is highly recommended that applicants submit application packages either electronically or in person to ensure a timely filing.

Do not send your application materials via interoffice or interagency mail. Applications received in this manner will not be accepted and cannot be returned pursuant to California Code of Regulations §174. It is the personal responsibility of each examination candidate to submit their application materials within the timeframe and manner specified on this posting. Please remove any confidential information (i.e. social security number, date of birth, etc.) from your documents prior to submission.

Drop-Off Information

To drop-off an application you MUST hand deliver the application package on or before the final filing date to the Sacramento Field Office between the hours of 8:00 a.m. to 4:00 p.m. - Monday through Friday (excluding Holidays). Applications WILL NOT be accepted by on-duty security guards or if left unattended at the reception desk.

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 required and must be included.
• Statement of Qualifications - The Statement of Qualifications (SOQ) describes your experience, education, training, knowledge, skills, and abilities as they relate to the information contained in the " Special Requirements" section of this bulletin is required. You must provide specific examples. A SOQ will also serve as documentation of each candidate's ability to present information clearly and concisely in writing. Please see the "Special Requirements" section for additional information.
• Other - A  Cover Letter is required and must be included.

Job Tags

Full time, Part time, Work at office, Remote work, Monday to Friday, Night shift,

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