Career Opportunity

CUSTOMER SERVICE MANAGER - Office of the Treasurer & Tax Collector - Taxpayers' Assistance Section (0923)

Recruitment: RTF0122335-01128154X

Published: June 08, 2022

Accepting applications until: July 10, 2022

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

About:

AMENDED TO REFLEC THE SUPERVISORY EXPERIENCE AS A DESIRABLE QUALIFICATION

Location: City Hall, Room 140

Schedule: Monday – Friday (full-time)

Eligible List Type: PBT

List Type: Combined, Promotive, Entrance

Certification Rule: Rule of the List

Duration of Eligible List: 6 months

Salary Range: $124,696 to $159,146 (Range A)

This is a Position Based Test administered in accordance with Civil Service Rules. The eligible list resulting from this examination may be utilized for future positions in this class in other City departments.

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.

TAXPAYERS' ASSISTANCE SECTION

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

ESSENTIAL DUTIES:

The essential duties of this position include but are not limited to the following:

1. Delivers a high-quality customer service experience for San Francisco residents and businesses. Plans, organizes and directs the operational activities of the Taxpayer Assistance section; oversees customer service for the department, ensures accurate and efficient communication and dissemination of tax information.
2. Directs, manages, leads, motivates, trains, coaches, and develops staff members; Evaluates staffing needs and workload distribution.
3. Oversees and manages projects, goals, and objectives; Establishes performance standards and metrics, and evaluates performance.
4. Directs the allocation of resources to achieve timely outcomes and measurable goals within budget; Adjusts plans and programs to meet emerging or new programs, while continuing to address major departmental priorities.
5. Conducts analysis of operations; develops, implements, and evaluates policies and procedures; identifies and analyzes problems and issues, and may implement and document new procedures as needed.
6. Regularly interacts with and coordinates functions, services, transactions with other County and State agencies and departments including 311, the Permit Center, Department of Building Inspection, County Clerk, Controller, Assessor/Recorder, Office of Contract Administration, Small Business Commission.
7. Tracks and provides data and information for submission, including performance measures and reports. Ensures and monitors complete service offerings and compliance with city, state, and federal service requirements (equal access to documents, services, culturally competent website, multilingual assistance).
8. Analyzes issues that arise; Evaluates technology and systems; Identifies business system application requirements; Develops, and implements projects, new processes, and plans to optimize service to taxpayers.
9. Participates in a variety of extradepartmental adhoc committees, task forces, and work groups.
10. Prepares reports, memoranda, and correspondence.
11. Performs other related duties.

How to qualify

Education: Possession of a baccalaureate degree from an accredited college or university; and

Experience: Four (4) years of professional experience in customer service operations, project work, and/or program administration.

Substitution:

An advanced degree may substitute for one (1) year of the required professional experience.

Additional qualifying experience may be substituted for up to four (4) years of the baccalaureate degree on a year-for-year basis (30 semester/ 45 quarter units equals one year).

Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted. All work experience, education, training and other information substantiating how you meet the minimum qualifications must be included in the City and County of San Francisco online application by the filing deadline.

Desirable Qualifications:

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

• Two years of the four years of experience includes supervising staff members.
• Experience in a fast-paced customer service setting.
• Ability to work with diverse populations in a sensitive manner.
• Experience in managing projects.
• Ability to create reports, track statistical data, and analyze results.

Verification:

Applicants may be required to submit verification of qualifying education and experience at any point during the application and/or departmental 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 http://sfdhr.org/index.aspx?page=456. Written verification (proof) of qualifying experience must verify that the applicant meets the minimum qualifications stated on the announcement. Written verification must be submitted on employer’s official letterhead, specifying name of employee, dates of employment, types of employment (part-time/full-time), job title(s), description of duties performed, and the verification must be signed by the employer.

City employees will receive credit for the duties of the class to which they are appointed. Credit for experience obtained outside of the employee’s class will be allowed only if recorded in accordance with the provisions of the Civil Service Commission Rules. Experience claimed in self-employment must be supported by documents verifying income, earnings, business license and experience comparable to the minimum qualifications of the position. Copies of income tax papers or other documents listing occupations and total earnings must be submitted. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at http://sfdhr.org/index.aspx?page=456.

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.

What else should I know?

SELECTION PROCESS:

Only candidates who demonstrate via the application that they meet the minimum qualifications by the final filing date will advance in the selection process.

Applicants must complete the official online application. It is essential that applicants provide complete information in identifying their education, experience and training, and does not only attach a resume. The online application will used to evaluate if the applicant possesses the required minimum qualifications.

Supervisory Test Battery (STB) (Weight 100%): Qualified candidates will be invited to participate in a computer-based examination designed to measure competencies in job-related areas which may include but not be limited to: Problem Solving; Leadership; Decision Making; Interpersonal skill; Human Resources Management; Team Building; Communication & Conflict Management. For more information about this Supervisory Test (and a suggested reading list) please visit: http://www.sfdhr.org/index.aspx?page=325

A passing score must be achieved on the Supervisory Test Battery in order to continue in the selection process.

This is a standardized examination, and, therefore, test questions and answers are not available for public inspection or review.

Scores attained on the Supervisory Test Battery will 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 the Supervisory Test Battery. The Supervisory Test Battery may be used for many other 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 selection process for the future announcement is held within one year of the date of this examination and it includes the Supervisory Test Battery, 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 Supervisory Test Battery. 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 the Supervisory Test Battery 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 must achieve a passing score on the above examination 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 selection procedures to make a final hiring decision.

Applicants may be contacted by email about this announcement 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).

All work experience, education, training and other information substantiating how you meet the minimum qualifications must be included on your application by the filing deadline. Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications. Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores.

If you have any questions regarding this recruitment or application process, please contact Guillermo Tapia by email at Guillermo.Tapia@sfgov.org.

Certification Rule:
The certification rule used for the ranked eligible list resulting from this examination will be the Rule of the List.

Additional selection processes may be conducted by the hiring department prior to making final hiring decisions.

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., as a result 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.  Upon approval of the Human Resource Director (see Civil Service Rule 111A.26.5), the eligible list/score report resulting from this announcement may be used by other departments that also use this classification or a similar classification. To find other Departments which use this classification, please see https://sfdhr.org/sites/default/files/documents/ASO-Level-Chart.pdf?documentID=21246.

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.  [Note: The correction of clerical errors in an announcement may be posted on the Department of Human Resources website at Careers at City and County of San Francisco (smartrecruiters.com).] The terms of this announcement may be appealed under Civil Service Rule 110.4.  Such appeals must be submitted in writing to the Department of Human Resources, 1 S Van Ness Avenue, 4th Floor, San Francisco, CA 94103-5413 by close of business on the 5th business day following the issuance date of this examination announcement.  Information concerning other Civil Service Commission Rules involving announcements, applications and examination policies, including applicant appeal rights, can be found on the Civil Service Commission website at http://sfgov.org/civilservice/rules

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

ADDITIONAL INFORMATION:

•Benefits Overview

•MEA Benefits

•Conviction History

•Other Information about the Hiring Process

•Disaster Service Workers

Amended: 06/08/2022

CONDITION OF EMPLOYMENT:  All City and County of San Francisco employees are required to be fully vaccinated against COVID-19 as a condition of employment. Someone is fully vaccinated when 14 days have passed since they received the final dose of a two-shot vaccine or a dose of a one-shot vaccine. Any new hire must present proof of full vaccination status to be appointed. Any new hire who will be routinely assigned or occasionally enter High-Risk Settings, must provide proof of having received a COVID-19 booster vaccine by March 1, 2022, or once eligible.

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.