Friday, December 14, 2018

Customer Services Representative, DCSS

Recruitment #18-1154-01

Introduction

THIS IS A NEW ASSEMBLED EXAMINATION. The eligible list resulting from this examination will cancel any existing list and may last approximately one year, but can be extended.

Applications must be in the possession of the Human Resource Services Department by 5:00 p.m. on the Last Day for Filing. Applications will only be accepted on-line.

Supplemental Questionnaire: A properly completed Supplemental Questionnaire must be submitted with each application. Applications and Supplemental Questionnaires must be in the possession of the Human Resource Services Department by 5:00 p.m. on the Last Day for Filing. Applications will only be accepted on-line. Postmarks are not accepted. Failure to submit the Application or Supplemental Questionnaire will result in disqualification.

QUALIFIED BILINGUAL PERSONS WHO SPEAK ENGLISH AND ARE ALSO FLUENT IN SPANISH, CHINESE, VIETNAMESE, CAMBODIAN, LAOTIAN, KOREAN, MIEN, TAGALOG, AMHARIC, FARSI, DARI, TIGRIGNA, RUSSIAN, ROMANIAN OR SIGN LANGUAGE ARE ESPECIALLY ENCOURAGED TO APPLY.  THERE IS AN ADDITIONAL BI WEEKLY COMPENSATION FOR PERSONS IN POSITIONS DESIGNATED BILINGUAL. Qualified candidates may be tested to demonstrate language proficiency.

SPECIAL REQUIREMENT: TYPING CERTIFICATE
A typing certificate with a typing speed of at least 40 net words per minute from a temporary agency, employment agency, or community college, printed on letterhead with the address and phone number of the agency or college must be uploaded to your online application (under the resume tab) by 5:00p.m. on the last day for filing; December 10, 2018. The typing certificate must be dated within six (6) months of the filing deadline.

It is your responsibility to ensure that your typing certificate is uploaded prior to submission of your application. Failure to do so will result in disqualification. NO EXCEPTIONS.

To obtain a typing certificate, you may wish to contact East Bay Works - Career Centers. Click on the following link, and go to the "locations" tab to locate a center near you. www.eastbayworks.com/

Additional typing test resource information is available here.

DESCRIPTION

ALAMEDA COUNTY DEPARTMENT OF CHILD SUPPORT SERVICES (ACDCSS)
The Mission of the Alameda County Department of Child Support Services is to encourage responsible parenting, family self-sufficiency and child wellbeing by locating parents, establishing paternity, obtaining and modifying support obligations and collecting support.

The child support program was created to ensure that children receive the benefit of support from both of their parents. The program serves more than 1 in 5 children in the United States. Any custodial or non-custodial party may request that the Department of Child Support Services (DCSS) aid in collecting their court ordered support; DCSS is committed to providing these services with compassion, effectiveness and efficiency.

The Department has approximately 160 professional, administrative, technical, paraprofessional and clerical support employees working within three divisions; Administration/Financial Services, Attorney Services and Program Operations. The Department is located within the Hacienda Business Park (www.hacienda.org/) in Pleasanton, CA and services the entire Alameda County area. 

To learn more about the Department of Child Support Services click here.
 

THE POSITION
Customer Service Representatives provide first line customer service in an inbound/outbound customer contact center; initiate and respond to inquiries utilizing available information, resources, and programmatic knowledge through a variety of communication channels, including in person, over the phone and on social media; record pertinent information from customer interactions into computer databases; and perform related duties as required. Click here for additional information.   

THE IDEAL CANDIDATE
In addition to meeting the minimum qualifications stated below, the ideal candidate for the position of Customer Service Representative, DCSS will share the department's core value of providing excellent customer service; will work to build relationships with customers; will demonstrate sound judgement, problem solving and people skills in a high-volume customer service environment. The ideal candidate will be goal-oriented, self-motivated, and will thrive working both independently and as a member of a team. Additionally, the ideal candidate will demonstrate flexibility and will be able to quickly learn and apply new policies and procedures on the job.  

For more information about this exciting opportunity, access the department's recruitment flyer here.

MINIMUM QUALIFICATIONS

Education:  

Graduation from high school, or possession of a certificate of proficiency issued by the California State Board of Education, or possession of a G.E.D. certificate  

AND  

Experience:

Either I  

The equivalent of six months of full time experience in the class of Clerk I or in an equivalent or higher level-clerical class in the Alameda County classified service   This experience must have been in a position in which the majority of duties involved direct customer service to the public, either in person or over the phone.  

Or II  

The equivalent of one year of full time experience in a call center or customer contact environment including experience with online, chat, and social media.              

Or III

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 in business management, public administration, or a closed related field may be substituted for six months of the required experience in pattern II above.  

Special Requirements:  

Must be able to type at a minimum of 40 net words per minute from clear copy  

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. 

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

KNOWLEDGE AND SKILLS

The most suitably qualified candidates will possess the following competencies:

Knowledge of: 

  • Customer service principles
  • Modern office practices and procedures including the use of standard computer programs such as Microsoft Word, Excel,  and Outlook
  • Familiarity with using social media platforms
  • 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 to individuals from various social-economic and ethnic groups, in person, via telephone, and through correspondence (including  contacts with irate individuals)
  • Techniques and practices for effectively managing interactions with disruptive and confrontational people.               


Ability to:
 

  • Work under pressure in a fast paced customer contact environment
  • Use a multi-line, call center, phone system
  • Establish and maintain effective working relationships with staff, peers, other agencies, and the public
  • Maintain confidentiality
  • Learn 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
  • Evaluate  inquires and offer appropriate solutions  
  • Listen, understand, follow and communicate oral and written directions and apply them effectively in a variety of situations
  • Use sound judgment when evaluating a wide variety of information. Identify alternatives from diverse sources and choose the best solution from several options, then initiate appropriate actions within prescribed guidelines  
  • Effectively communicate verbally while using excellent  customer service skills
  • Effectively communicate in writing; including accurate spelling, proper grammar, punctuation, and correct vocabulary

EXAMINATION COMPONENTS

The examination will consist of the following steps: A review of candidates' applications to verify possession of minimum (education/experience) and special (ability to type at a minimum of 40 net words per minute from clear copy) requirements. Those candidates who possess both the minimum and special requirements for this position will move on to the next step in the examination process which is a performance examination. The performance examination will be a computer-based OPAC examination which will be weighted as 50% of the candidate's final examination score. Those candidates who successfully pass the performance examination will move on to the next step in the examination process, an oral interview which will be weighted as 50% of the candidate's final examination score. The oral interview may contain situational exercises. CANDIDATES MUST ATTAIN A QUALIFYING RATING ON EACH PORTION OF THIS EXAMINATION. We reserve the right to make changes to the announced examination components.

Alameda County utilizes a Civil Service Selection System founded on merit.  Such a system is competitive and based on broad recruitment efforts and equal opportunity for qualified applicants to test in an examination process designed to determine the qualifications, fitness and ability of competitors to perform duties of the vacant position.  Many of our recruitments are targeted and specific to the needs of a current vacant position, in which case, the eligible list may be exclusively used for that current vacant position.  Other recruitments may be more broadly used for both current and future vacancies, or for other alternate jobs with comparable scopes of work.

To learn more about our recruitment and selection process, please visit the “What You Need to Know” section of our website, www.acgov.org/hrs.
 

Selection Plan

Applicants will be informed via email with reasonable notice in advance of any examination process which will require their attendance. The following dates are tentative and subject to change based on the needs of the Agency.

TENTATIVE SELECTION PLAN

Deadline for Filing:

5:00p.m., Monday, December 10, 2018
Friday, December 14, 2018

Review of Minimum Qualifications and Special Requirement:

Monday, December 24, 2018

Performance Exam:

Tuesday – Monday, January 22 – 28, 2019

Panel Interviews*:

Wednesday – Friday, February 13-15, 2019


*The combined oral examination/hiring interview, in addition to establishing an eligibility list, may serve as the final selection interview for vacancies in this classification.

** Updated 12/10/2018

Alameda County and the Human Resource Services Department will make reasonable efforts in the examination and/or selection process to accommodate qualified individuals with disabilities and/or medical conditions in accordance/compliance with the State Fair Employment and Housing Act (FEHA), Federal Americans with Disabilities Act (ADA) Alameda County’s Reasonable Accommodation Policy and applicable statutes. To request an accommodation due to a disability/medical condition during this or other phases of the examination/selection process, please contact the assigned Human Resources Representative listed on the job announcement before the last date of filing. Alameda County requires applicants to provide supporting documentation to substantiate a request for reasonable accommodation. In order to qualify for a reasonable accommodation, applicants must have a disability/medical condition pursuant to the ADA, FEHA and applicable statutes.

For more information regarding our Reasonable Accommodation procedures, please visit our website, www.acgov.org/hrs

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

  • 11 paid holidays
  • Floating Holidays
  • Vacation and sick leave accrual
  • Vacation purchase program
  • Catastrophic Sick Leave
  • Employee Mortgage Loan Program
  • Group Auto/Home Insurance
  • 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
  • 1st 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.

 

Conclusion

All notices related to County recruitments for which you have applied will be sent/delivered via email. Please add @acgov.org and alamedacountyHR@acgov.org as accepted addresses to any email blocking or spam filtering program you may use. If you do not do this, your email blocking or spam filtering program may block receipt of the notices regarding your application for recruitments. You are also strongly advised to regularly log into your County of Alameda online application account to check for notices that may have been sent to you. All email notices that will be sent to you will also be kept in your personal online application account. You will be able to view all of your notices in your online application account by clicking on the "My applications" button on the Current Job Openings page.

Please take the steps recommended above to ensure you do not miss any notices about a recruitment for which you have applied. The County of Alameda is not responsible for notices that are not read, received or accessed by any applicant for a County recruitment.

NOTE: All notices are generated through an automated email notification system. Replies to the email box alamedacountyHR@acgov.org are routed to an unmonitored mailbox. All notices are generated through an automated email notification system. Replies to the email box are routed to an unmonitored mailbox. If you have questions please go to our website at www.acgov.org/hrs. You may also contact the Human Resources Analyst listed on the job announcement for the recruitment for which you have applied.

Lindsay Christopher, Human Resources Analyst
Human Resource Services, County of Alameda
Lindsay.christopher@acgov.org | 510-272-6393


Alameda County is an Equal Opportunity Employer



Click on a link below to apply for this position:

Fill out the Supplemental Questionnaire and Application NOW using the Internet. Apply Online
View and print the Supplemental Questionnaire. This recruitment requires completion of a supplemental questionnaire. You may view and print the supplemental questionnaire here.