Job Posting: Customer Support Specialist

Department of Justice

JC-466350
-
Customer Support Specialist
STAFF SERVICES ANALYST

$3,749.00 - $6,093.00 per Month

Final Filing Date: 3/20/2025

Job Description and Duties

Join the Customer Support Center!

Do you want to make a difference in the life of Californians? Are you looking for an exciting and rewarding position that will develop your career in the areas of analytical and technical support services? The Department of Justice (DOJ), Customer Support Center (CSC), is looking for a highly motivated individual with analytical and organizational skills who enjoy working in a team environment.

What Will I Be Doing?

As a member of the CSC, you will provide customer support and technical assistance via telephone, email, and/or written correspondence to ammunition vendors, firearms dealers, DOJ certified instructors and comparable entities, law enforcement agencies, mental health facilities, and the public regarding reporting requirements, entry requirements and questions that arise relative to new or changing firearms legislation and regulations, web based Bureau of Firearms (BOF) associated applications, and any credit card billing issues.

Please let us know how you heard about our position by taking this brief survey:

https://www.surveymonkey.com/r/P7X675V

You will find additional information about the job in the Duty Statement.

Working Conditions

DOJ has adopted telework for employees who can effectively perform their essential work functions remotely. After an initial training period, this position may allow for some telework opportunities.  All telework schedules are based on current conditions and may be re-evaluated as conditions change.

Minimum Requirements

You will find the Minimum Requirements in the Class Specification.

Additional Documents

Position Details

Job Code #:
JC-466350
Position #(s):
420-542-5157-001
Working Title:
Customer Support Specialist
Classification:
STAFF SERVICES ANALYST
$3,749.00 - $4,698.00 A
$4,059.00 - $5,081.00 B
$4,868.00 - $6,093.00 C
# of Positions:
1
Work Location:
Sacramento County
Telework:
Hybrid
Job Type:
Permanent, Full Time
Work Shift:
Day
Work Week:
Monday-Friday

Department Information

  • This position is located in the Division of Law Enforcement, Bureau of Firearms, Customer Support Center.
  • Please disregard the SROA/Surplus langauge below as the Department of Justice requires applicants to submit their SROA/Surplus Letter if that is the basis of their eligibility.
  • For more information about the department, please visit the Attorney General’s website at  www.oag.ca.gov.
  • Please note that this classification contains multiple salary ranges. New-to-State employees will be given the minimum salary of Range A, unless you meet Alternate Range Criteria 69. For current state employees and/or those with reinstatement rights, your salary will be determined in accordance with applicable laws, rules, and regulations.

Special Requirements

  • The position(s) require(s) a Background Investigation be cleared prior to being hired.
  • Clearly indicate the Job Control (JC-466350) and the title of this position in the "Examination or Job Title(s) For Which You Are Applying" section located on the first page of your State Application.
  • Do not submit the “Equal Employment Opportunity” questionnaire (page 5) with your completed State Application (STD. 678). This page is for examination use only.
  • A background check will be required.
  • A fingerprint check will be required.

Application Instructions

Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.

Final Filing Date: 3/20/2025

Who May Apply

Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list or LEAP eligibility, are in the process of obtaining list eligibility, or have SROA and/or Surplus eligibility (please attach your letter, if available). SROA and Surplus candidates are given priority; therefore, individuals with other eligibility may be considered in the event no SROA or Surplus candidates apply. Individuals who are eligible for a Training and Development assignment may also be considered for this position(s).

Applications will be screened and only the most qualified applicants will be selected to move forward in the selection process. Applicants must meet the Minimum Qualifications stated in the Classification Specification(s).

How To Apply

Complete Application Packages (including your Examination/Employment Application (STD 678) and applicable or required documents) must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareer Account at www.CalCareers.ca.gov. When submitting your application in hard copy, a completed copy of the Application Package listing must be included. If you choose to not apply electronically, a hard copy application package may be submitted through an alternative method listed below:

Address for Mailing Application Packages

You may submit your application and any applicable or required documents to:

Department of Justice
Nancy Vang
Attn: Nancy Vang - DLE/OC - PSU - JC-466350
1300 I Street Suite 1140
Sacramento, CA 95814

Address for Drop-Off Application Packages

You may drop off your application and any applicable or required documents at:

Department of Justice
Nancy Vang
Nancy Vang - DLE/OC - PSU - JC-466350
1300 I Street Suite 1140
Sacramento, CA 95814
08:00 AM - 05:00 PM

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 www.CalCareers.ca.gov. 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 - A Statement of Qualifications (SOQ) is REQUIRED and must be submitted with your application to be considered for this position. Please refer to the Statement of Qualifications section below for instructions on how to complete the SOQ.
Applicants requiring reasonable accommodations for the hiring interview process must request the necessary accommodations if scheduled for a hiring interview. The request should be made at the time of contact to schedule the interview. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this job posting.

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:


The candidate should have excellent written and oral communication skills; strong analytical skills; good research skills; effective time-management and organizational skills. In addition, the candidate should be able to communicate effectively and demonstrate good judgment when interacting with the public and professional staff; have the ability to work well under pressure and meet deadlines; maintain strict confidentiality; and be proficient in Microsoft Word, Excel, and Outlook. The candidate should also have the ability to work both independently and as a team member; carry out assigned tasks with minimal supervision; be a self-starter, flexible, dependable, have excellent attendance, and be willing to assume other duties as necessary.

Benefits

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

Contact Information

The Hiring Unit Contact is available to answer questions regarding the position or application process.

Hiring Unit Contact:
Nancy Vang
(916) 210-6735
nancy.vang@doj.ca.gov

Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the Department's EEO Office.

EEO Contact:
EEO Officer
(916) 210-7580
EERROffice@doj.ca.gov
California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.

Timely Filing of Applications

Please note, if using the United States Postal Service for delivery, there is no guarantee that your application will be date stamped and will arrive by the final filing date. If your application does not have a postmark or date stamp and arrives after the final filing date, your application will not be accepted. Therefore, to ensure timely delivery of your application, it is recommended that you use either electronic delivery, parcel service, or certified mail. Using one of these options will provide proof of delivery prior to the final filing date.

Statement of Qualifications

A Statement of Qualifications (SOQ) is required. To be considered for the position, applicants must submit an SOQ along with their application. The SOQ is a narrative discussion of how your education, training, experience, and skills qualifies you for the position. The SOQ serves as documentation of each applicant’s ability to present information clearly and concisely in writing. SOQs must be no more than two (2) pages in length, and typed using no less than 12 point Arial font. The SOQ responses must address the following questions, in the order listed below:

1. Describe your customer service experience, focusing on telephone experience, if applicable.

2. Describe your experience writing in the workplace (e.g., emails, letters, bulletins, procedures).

3. Describe your ideal team environment to work in, and how you would contribute to it.

4. Why are you interested in this position?

When completing your SOQ, do not provide a single, narrative response.  Each question above must be addressed one at a time (i.e.: first provide a complete and independent response to Question #1, then a complete and independent response to Question #2, etc.) for consideration.  Additionally, each response must be numbered and include the full text of the question being answered prior to each individual response to clearly indicate which question you are responding to. 

Write your responses carefully. Initial evaluation of each applicant will be based on the content of the answers and written communication skills demonstrated on their submitted SOQ.

Resumes do not take the place of the Statement of Qualifications. Applicants who fail to follow these requirements or who do not provide responses to the specific questions in the order listed will be disqualified from the selection process.

Equal Opportunity Employer

The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.

It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.

Application Methods:
Electronic (Using your CalCareer Account)
By Mail
Drop-off
Print Job