County of Alameda

Customer Service Supervisor, Department of Child Support Services (#1157)

Bargaining Unit: ACMEA - General Mgmt (R15)
$32.65-$40.10 Hourly / $2,612.00-$3,208.00 BiWeekly /
$5,659.33-$6,950.67 Monthly / $67,912.00-$83,408.00 Yearly

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DESCRIPTION

Under general direction, plans, organizes, directs, coordinates, and evaluates the work of employees in the Child Support Customer Services Representative series within a high-volume customer contact center of Alameda County Child Support Services (ACCSS); provides information and resolves problems for child support customers, departmental staff, employers, and other community partners, and performs related duties as assigned.

DISTINGUISHING FEATURES

These positions are located in ACCSS. This is the supervising level of the Child Support Customer Service Representative series and serves as first-line supervisor for Customer Service Representatives and Lead Customer Service Representatives and reports directly to a Child Support Program Manager. The Customer Service Supervisor, Department of Child Support Services is distinguished from the Child Support Supervisor in that the latter supervises staff involved with custodial and non-custodial parents to establish, enforce, and collect child support obligations through caseload management.

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.

Plans, assigns, directs, reviews, and evaluates the work of subordinate staff.
Evaluates and documents employee performance, including periodic employee performance reports; makes hiring, termination, and disciplinary recommendations.
Maintains daily, weekly, monthly, quarterly, and annual statistical reports for all required tracking components.
Prepares and conducts training for subordinate staff; identifies and implements best practices to improve team efficiency and accuracy
Monitors inquiries on a regular basis for quality control.
De-escalates interactions with upset customers to resolve their concerns.
Verifies existing case data on the automated system to ensure correct case processing.
Works cooperatively with other supervisors and line staff to streamline workflow and resolve customer issues.
Assists management with support services such as recruitment and selection of staff, development of procedures manuals, training programs, reports, and correspondence.
Uses available resources to answer inquiries and determine solutions to any problems child support customers may have.
Reviews activity log entries generated by subordinate staff for quality control; when appropriate, refer cases to Child Support Specialists or Child Support Supervisors for follow-up.
Verifies existing case data on the automated system to ensure correct case processing; identifies problems with case data and implements appropriate solutions.
Maintains effective and proactive communication with partner Local Child Support Agencies (LCSAs).
Coordinates with LCSAs to ensure appropriate staff coverage in the customer contact center.

MINIMUM QUALIFICATIONS

EITHER I

Experience:

The equivalent of one (1) year of full-time experience in the classification of Lead Customer Service Representative, Department of Child Support Services in the Alameda County classified service.

OR II

Experience:

The equivalent of two (2) years of full-time experience in the classification of Customer Service Representative, Department of Child Support Services in the Alameda County classified service.

OR III

Experience:

The equivalent of four (4) years of full-time experience in a high-volume customer service contact center, at least one (1) year of which must have included direct supervisory work of customer service representatives/contact center staff.

Substitution:

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

Special Requirement:

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

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

KNOWLEDGE AND SKILLS

NOTE: The level and scope of the following knowledge and abilities are related to duties listed under the “Examples of Duties” section of this specification.

Knowledge of:

Laws, regulations, and policies pertinent to contact center operations.
Principles and practices of employee supervision, performance management, and progressive discipline.
Scheduling practices to meet peak times demands.
Modern office practices and procedures, including a working knowledge of Microsoft Office software (Word, Excel, and Outlook).
Laws, regulations, and codes governing the access to and use of confidential information and legal documents.
Legal terminology applicable to child support documents.
Current and trending customer service models and philosophies, including techniques and practices for managing challenging customer interactions.
Modern customer contact center technology.

Ability to:

Plan, organize, supervise, train, and evaluate the work of staff.
Guide and evaluate the development of subordinates.
Read, understand, interpret, apply, and explain laws and legal procedures.
Prioritize and organize work in an effective and efficient manner and meet deadlines.
Exercise sound independent judgment within established guidelines.
Operate contact center communication systems, computers, and other office equipment for extended periods of time.
Prepare statistical reports and monitor trends.
Establish and maintain effective working relationships with staff, peers, other agencies, and the public.
Maintain confidentiality.
Deal tactfully, courteously, and effectively with customers, even under challenging circumstances.
Analyze information and situations to make appropriate decisions.
Effectively communicates verbally and in written form.

CLASS SPEC HISTORY

Newspec: 1157

RE:cs 10/19/11

CSC Date: 11/2/11

IL:saa Revised and Retitle 06/28/23

Old Title: Call Center Supervisor, Department of Child

Support Services

CSC Date:10/04/2023

IL:saa Revised 07/26/2024

CSC Date:10/02/24

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)
Accidental Death and Dismemberment Insurance
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
Management Paid Leave**
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.

** Non-exempt management employees are entitled to up to three days of management paid leave. Exempt management employees are entitled to up to seven days of management paid leave.