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Career Opportunity

Taxpayer Assistance - Supervisor - Office of the Treasurer & Tax Collector (4310) (137160)

Recruitment: RTF0136046-01148436

Published: August 28, 2023

Contact:

Gerald Buss - gerald.buss@sfgov.org

Apply using SmartRecruiters, the City and County of San Francisco's application portal.

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Department: Treasurer-Tax Collector
Job class: 4310-Commercial Division Assistant Supervisor
Salary range: $101,998.00 - $136,630.00
Role type: Permanent Civil Service What does this mean?
Hours: Full-time
Exam type: Position Based Test
Rule: Rule of the List
List type: Combined Promotive and Entrance
 

About:

This is a Position-Based Test conducted in accordance with CSC Rule 111A

Amended to extend the deadline.  Applicants who already submitted applications do not need to resubmit.

DEPARTMENT DESCRIPTION

The Office of the Treasurer & Tax Collector serves as the banker, tax collector, collection agent, and investment officer for the City and County of San Francisco. As the entity responsible for safeguarding the City’s money, the Office uses this expertise and authority to assist San Francisco residents through award-winning programs and initiatives that help low-income families build economic security and mobility.

VISION

We are committed to providing excellent services for taxpayers, customers, and our community. By promoting diversity, equity, and inclusion, we are a stronger, smarter, and more informed government agency.

TAXPAYER ASSISTANCE:

The Taxpayer Assistance (TPA) section provides efficient and courteous help to San Francisco taxpayers and all people who contact our office by answering inquiries via 311 (centralized information center), over the telephone, via traditional and electronic mail, and in person concerning office procedures, tax procedures, tax rates, delinquent dates, penalty waivers, tax determination, licenses, permits and various departmental offerings and services. TPA maintains high levels of interpersonal skills in order to communicate effectively with taxpayers and coworkers.

Role description

ROLE DESCRIPTION

Under general direction, the 4310 Taxpayer Assistance Supervisor is responsible for supervising a team of 1408 Principal Account Clerks within the Taxpayer Assistance Section, including serving as a primary public contact person. The TPA Supervisor plans, assigns, directs, trains, monitors, coaches, and evaluates performance of staff engaged in front-line account maintenance and customer service. The TPA Supervisor is responsible for ensuring that staff provides efficient and courteous service to customers over the phone, in-person, via 311, email and mail. The ideal candidate should be emotionally intelligent, comfortable with difficult conversations, and have good judgment.

This position supports a team of onsite customer service employees.  The supervisor role will be expected to be onsite five (5) days a week.

ESSENTIAL DUTIES

Plans, assigns, trains, monitors, coaches, and evaluates the clerical and office work of customer service staff; oversees administrative tasks such as reviewing and approving time off requests with an eye towards business needs; schedules front counter and worksite rotation, review & approves timesheets. 
 
Monitors staff productivity and performance; creates reports and analyzes data relating to the section’s productivity & performance, as well as operational and statistical information. Identifies professional development and conducts performance reviews. 
 
Recommends & implements operating procedures in order to improve customer service standards, build resiliency on the team, and streamline workflows; clearly present recommendations to Manager. 
 
Participates in staff selection & training of new and existing staff; conducts timely performance evaluations; coaches staff to meet performance measures. 
 
Oversees, leads, or assists the TPA Manager with regular departmental projects such as business tax mailings; manages and track inventory for mailers, manages quality assurance assignments. 
 
Triages daily customer inquiries on complex technical information in person, on the phone, and via email, 311, and regular mail regarding policies and procedures to the public; handles day-to-day matters, escalated customer service issues, questions from the team, and complaints from staff or customers. Ensures quality resolution on all cases in partnership with TPA Manager.
 
Coordinates and monitors incoming service requests and work queues to ensure they are answered or completed by staff within the Service Level Agreement, regularly assign open requests to TPA staff to maintain an even distribution in quantity as well as types of questions, reallocate to other sections as needed. 
 
Accesses specialized computer software to obtain information; escalates IT and product issues; and coordinates training on technical solutions.

How to qualify

HOW TO QUALIFY:

1. EDUCATION: Possession of a bachelor’s degree from an accredited college or university with major coursework in Business Administration, Accounting, Finance, Information Systems, Mathematics, or related field; AND

2. EXPERIENCE: Three (3) years senior-level work experience in complex billing and collection processing functions.

Substitution: Additional qualifying experience may substitute for the required degree on a year-for-year basis.

OR:

EXPERIENCE: Three (3) years senior-level clerical experience in customer service or billing and collection in a large utility, public works, government agency, bank, department store, insurance company, credit card company or collections agency. At least one (1) year of this experience must have been in a supervisory capacity. Experience must include the use of data processing methods which analyze customer accounts for either the billing and collection activities or in providing, establishing and maintaining customer services.

Substitution: One (1) year of college or university coursework majoring in business or accounting (i.e. a minimum of 30 semester or equivalent units with at least 12 units in major subject area) may be substituted for one year of senior-level, non-supervisory clerical experience.

NOTE: Applicants who meet the minimum qualifications are not guaranteed to advance through all of the steps in the selection process.

DESIRABLE QUALIFICATIONS:

  • Experience collaborating and working in a team environment
  • Team development, lead and supervision experience.
  • Strong project management experience
  • Experience effectively communicating technical information to non-technical stakeholders.

The stated desirable qualifications may be used to identify job finalists at the end of the selection process when candidates are referred for hiring.

Verification: 
Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at https://sfdhr.org/how-verify-education-requirements.

Note: Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco.

All work experience, education, training and other information substantiating how you meet the minimum qualifications must be included on your Smart Recruiters City & County of San Francisco application by the filing deadline. Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications.

Resumes may be attached to the Smart Recruiters - City & County of San Francisco application, but only information included on the completed Smart Recruiters City & County of San Francisco application will be used to determine if candidates demonstrate they meet the minimum qualifications for the position. Resumes will not be accepted in lieu of a completed Smart Recruiters City and County of San Francisco application. 

Applications completed improperly may be cause for ineligibility or disqulification.

Applicants must meet the minimum qualifications requirement by the final filing date unless otherwise noted.

SELECTION PROCEDURES:

BASIC SUPERVISORY EXAMINATION (Weight 50%)

Qualifying candidates will be administered a written multiple-choice examination that is designed to measure basic knowledge of various supervisory practices and procedures (e.g. directing, counseling, guiding, evaluating, motivating, disciplining, developing and training subordinates, delegation, etc.) as well as customer service and reading comprehension. This is a standardized examination and, therefore, test questions and test answers are not available for public inspection or review.

The Basic Supervisory Exam will be administered either on a computer or in paper format. The type of format will depend on the size of the qualified applicant pool. Qualified candidates will be notified of the type of exam format in their exam appointment notification.

The score you achieve on this examination shall be valid and 'banked' for three years, starting from the date of the examination. This means that, during this three-year time period, you will not be required to take this test again should you apply and be found eligible for a future announcement for which this particular test is used. Please note this test is used for other supervisory classes therefore your test score may be applied to one or more of these classes if you choose to apply to future recruitments. If the test for this future announcement is held within one year of the date of this examination, your score will be automatically applied to that announcement. However, after one year, you have the option to either (a) apply your test score to the other announcement or (b) re-take the test. Re-testing is permitted no sooner than one year from the date of the examination and only in association with your eligibility for another announcement for which this test is used. Please note that, should you re-test, your re-test score would become your official score since it is the most recent.

Candidates who meet the minimum qualifications and achieve a passing score on the Basic Supervisory Exam will be emailed a Supplemental Questionnaire. The Supplemental Questionnaire is designed to measure the knowledge, skills and abilities required for this position.  All candidates’ responses to the Supplemental Questionnaire are subject to verification. All relevant experience, education and/or training must be included in the responses in order to be reviewed in the rating process.

SUPPLEMENTAL QUESTIONNAIRE 

Training and Experience Evaluation (Weight 50%): Candidates achieving a passing score on the Basic Supervisory Exam will receive an email with a link to complete a scored Supplemental Questionnaire. The questions are designed to measure knowledge, skills and/or abilities in job-related areas, including but not limited to: Ability to work both independently and collaboratively within a team; ability to identify and escalate issues requiring management attention; decision-making and problem-solving abilities; ability to identify and analyze issues and use sound reasoning to arrive at logical conclusions; organizational, project management, and time management skills; ability to prioritize tasks and manage multiple responsibilities; ability to effectively communicate technical information to non-technical stakeholders.

It is important that the information provided on the Supplemental Questionnaire be accurate and complete, as the responses will be scored by our Subject Matter Experts. All statements made on the application materials are subject to verification. The supplemental Questionnaire must be received by the instructed deadline. Extensions will not be granted.

Candidates must achieve a passing score on both examination components in order to be ranked on the eligible list.

Note: Applicants who meet the minimum qualifications are not guaranteed to advance through all of the steps in the selection process.

The Department may utilize additional position-specific procedures to make a final hiring decision.

What else should I know?

HOW TO APPLY: 

Applications for City and County of San Francisco jobs are only accepted through an online process. Visit https://careers.sf.gov and begin the application process. 

  • Select the “Apply Now” button or I’m Interested” button and follow instructions on the screen.

Applicants may be contacted by email about this recruitment and, therefore, it is their responsibility to ensure that their registered email address is accurate and kept up-to-date. Also, applicants must ensure that email from CCSF is not blocked on their computer by a spam filter. To prevent blocking, applicants should set up their email to accept CCSF mail from the following addresses (@sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com, @sfpl.org, @dcyf.org, @first5sf.org, @famsf.org, @ccsf.edu, @smartalerts.info, and @smartrecruiters.com). 

Applicants will receive a confirmation email that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records. Failure to receive this email means that the online application was not submitted or received. 

All your information will be kept confidential according to EEO guidelines. 

ELIGIBLE LIST/SCORE REPORT:

Eligible List/Score Report:  A confidential eligible list of applicant names that have passed the civil service examination process will be created and used for certification purposes only. An examination score report will be established, so applicants can view the ranks, final scores, and number of eligible candidates. Applicant information, including names of applicants on the eligible list, shall not be made public unless required by law. However, an eligible list shall be made available for public inspection, upon request once the eligible list is exhausted or expired and referrals resolved. The eligible list/score report resulting from this civil service examination process is subject to change after adoption (e.g., because of appeals), as directed by the Human Resources Director or the Civil Service Commission. 

The duration of the eligible list resulting from this examination process will be 6 months and may be extended with the approval of the Human Resources Director. 

To find Departments which use this classification, please see https://sfdhr.org/sites/default/files/documents/Forms-Documents/Position-Counts-by-Job-Codes-and-Department-FY-2021-22.pdf 

CERTIFICATION RULE:
The Certification Rule for the eligible list resulting from this examination will be Rule of the List.

Terms of Announcement and Appeal Rights: 

Applicants must be guided solely by the provisions of this announcement, including requirements, time periods and other particulars, except when superseded by federal, state or local laws, rules or regulations. Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at https://careers.sf.gov. 

The terms of this announcement may be appealed under Civil Service Rule 111A.35.1. The standard for the review of such appeals is ‘abuse of discretion’ or ‘no rational basis for establishing the position description, the minimum qualifications and/or the certification rule. Appeals must include a written statement of the item(s) being contested and the specific reason(s) why the cited item(s) constitute(s) abuse of discretion by the Human Resources Director. Appeals must be submitted directly to the Executive Officer of the Civil Service Commission within five business days of the announcement issuance date. 

Additional Information Regarding Employment with the City and County of San Francisco: 

Exam Analyst Information: If you have any questions regarding this recruitment or application process, please contact the exam analyst at: Guillermo.Tapia@sfgov.org (PBT-4310-137160)

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.