County of Alameda

Customer Service Representative, Department of Child Support Services (#1154)

Bargaining Unit: SEIU 1021 - Clerical (010)
$25.92-$31.83 Hourly / $2,073.60-$2,546.40 BiWeekly /
$4,492.80-$5,517.20 Monthly / $53,913.60-$66,206.40 Yearly

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DESCRIPTION

Under direct supervision, provides first-line customer service to child support customers, including case participants, department staff, attorneys, employers, and others on behalf of Alameda County’s families and children. Verifies case data; identifies and determines next steps; and documents all customer contact in a high volume, public contact environment; and performs related duties as required.

DISTINGUISHING FEATURES

This is the journey-level classification in the Child Support Customer Service Representative series located in the Alameda County Child Support Services (ACCSS). Employees receive supervision from a Customer Service Supervisor and are responsible for providing first-line customer service in a public contact environment. This classification is distinguished from the Lead Customer Service Representative, Department of Child Support Services (DCSS) classification in that the latter serves in a lead capacity, assisting and advising customer service staff, reviewing work in progress, and supporting supervisors. It is further distinguished from the Child Support Assistant series in that the latter primarily provides clerical and administrative support to technical and professional staff requiring greater programmatic knowledge.

EXAMPLES OF DUTIES

NOTE: The following are the duties performed by employees in this classification. However, employees may perform other related duties at an equivalent level. Each employee in the classification does not necessarily perform all duties listed.

Responds to a high volume of inquiries from child support customers by using available resources; conducts outbound calls as assigned.
Verifies case data in an automated system to verify customer/caller identity and nature of the call and ensures correct case processing; utilizes a variety of systems to review and provide information to customers.
Uses established customer service practices and models to identify and assist customers with their child support needs.
May be assigned to public lobby reception; greets and assists walk-in and remote appointment customers.
Based on the information presented, determines which inquiries should be forwarded to other child support staff members; refers cases to the Lead Customer Service Representative for action, as appropriate.
Enters and updates a variety of information into an automated case activity logging system and documents customer call activity according to prescribed training and procedures.
Educates and directs the customer to available programs, services, and resources that promote self-sufficiency. May participate in outreach events to promote and educate the public about child support services.
Contributes to the Department’s productivity goals and completes appropriate follow-up work as needed.

MINIMUM QUALIFICATIONS

EITHER I

Experience:

The equivalent of one (1) year of full-time experience in a high-volume customer service call center or high-volume customer contact environment.

OR II

Experience:

Any combination of training, education, and experience which would provide an applicant with the required knowledge, skills, and abilities listed below.

Substitution:

A bachelor’s degree from an accredited college or university may be substituted for six (6) months of the required experience.

Special Requirements:

A thorough pre-employment background investigation, including fingerprinting, will be conducted for all candidates who have accepted a conditional offer of employment to ensure they are suitable for Child Support related work. Any felony conviction may be disqualifying. Upon employment, subsequent background investigations will be conducted on a periodic basis to determine ongoing suitability for Child Support related work.

NOTE: The Civil Service Commission may modify the above Minimum Qualifications in the announcement of an examination.

KNOWLEDGE AND SKILLS

Knowledge of:

Customer service principles.
Standard office procedures, methods, and equipment.
Working knowledge of automated computer systems and Microsoft Office software (such as Microsoft Word, Excel, and Outlook).
Business arithmetic.
Laws, regulations, and codes governing the access to and use of confidential information and legal documents.
Legal terminology applicable to child support documents.
Techniques and practices for providing effective customer service in challenging situations to individuals from various social-economic and ethnic groups through a variety of communication channels, including but not limited to in person, over the telephone, and through correspondence.

Ability to:

Perform multiple tasks simultaneously.
Use a multi-line, call center, and phone system.
Perform keyboarding and data entry with accuracy and efficiency.
Establish and maintain effective working relationships with staff, peers, other agencies, and the public.
Maintain confidentiality.
Learn and apply specific operations and procedures of the job.
Contribute to the overall team effort to meet and exceed team performance goals (this includes quantitative and qualitative goals which are set by the department).
Prioritize work to meet individual and team goals.
Respond to customer inquiries within established turnaround times.
Listen for understanding, evaluate customer inquiries, and offer appropriate solutions.
Interpret, apply, and explain complex rules, policies, and procedures in a timely manner so that customers understand them.
Communicate effectively orally and in writing.

CLASS SPEC HISTORY

Newspec: 1154

RE:cs 10/19/11

CSC Date: 11/02/11

LC:ah Revised/ Retitled 6/26/18

Old Title: Call Center Representative, Department of Child Support Services

CSC Date: 8/15/18

IL:saa Revised/Retitled 06/28/2023

Old Title: Customer Services Representative, Department of Child Support Services

CSC Date:07/26/2023

IL:saa Revised 07/25/2024

CSC Date:09/18/2024

BENEFITS

Alameda County offers a comprehensive and competitive benefits package that affords wide-ranging health care options to meet the different needs of a diverse workforce and their families. We also sponsor many different employee discount, fitness and health screening programs focused on overall well being. These benefits include but are not limited to*:

For your Health & Well-Being

Medical – HMO & PPO Plans
Dental – HMO & PPO Plans
Vision or Vision Reimbursement
Share the Savings
Basic Life Insurance
Supplemental Life Insurance (with optional dependent coverage for eligible employees)
County Allowance Credit
Flexible Spending Accounts - Health FSA, Dependent Care and Adoption Assistance
Short-Term Disability Insurance
Long-Term Disability Insurance
Voluntary Benefits - Accident Insurance, Critical Illness, Hospital Indemnity and Legal Services
Employee Assistance Program

For your Financial Future

Retirement Plan - (Defined Benefit Pension Plan)
Deferred Compensation Plan (457 Plan or Roth Plan)

For your Work/Life Balance

12 paid holidays
Floating Holidays
Vacation and sick leave accrual
Vacation purchase program
Catastrophic Sick Leave
Pet Insurance
Commuter Benefits Program
Guaranteed Ride Home
Employee Wellness Program (e.g. At Work Fitness, Incentive Based Programs, Gym Membership Discounts)
Employee Discount Program (e.g. theme parks, cell phone, etc.)
Child Care Resources
1^st United Services Credit Union

*Eligibility is determined by Alameda County and offerings may vary by collective bargaining agreement. This provides a brief summary of the benefits offered and can be subject to change.