Customer Service Supervisor, HARD

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

Applications must be in 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.  Failure to submit the Supplemental Questionnaire will result in disqualification.

THE DISTRICT

The Hayward Area Recreation and Park District, known locally as “H.A.R.D.," is an independent special use district created to provide park and recreation services for over 280,000 residents. Our boundaries encompass a 100 square-mile area, which includes the City of Hayward and the unincorporated communities of Castro Valley, San Lorenzo, Ashland, Cherryland, and Fairview. In 1944, representatives of the City of Hayward, various school districts, and local civic organizations developed a proposal for establishment of the Hayward Area Recreation and Parkway District. When an initiative was placed on the November 7th ballot, the residents voted overwhelmingly for the creation of the District, which was officially formed on December 11, 1944. In 1958, the District changed its name to the Hayward Area Recreation and Park District, and has become the largest recreation district in the State of California. Since its creation, the District has provided residents with many beautiful facilities and parks, many of which have received national and state recognition for their design, innovation and beauty, as well as hundreds of educational and recreational classes and programs.

THE POSITION 

This is a singular, first line, supervisory class located in the Recreation Department. This position reports to the Recreation Superintendent and as the lead contact for customer service, works closely with all Recreation Department staff and customers regarding registration, program information and facility rentals. This position performs duties regularly requiring the application of complex business and software system administration technical skills. Additionally, this position is responsible for supervising, planning, organizing, coordinating, assigning, directing, and evaluating a centralized clerical staff.

Under direction, plans, coordinates and directs all customer service activities related to Park District class registration(s) and facility(ies) and park area rental reservations; performs related daily accounting reconciliation functions; serves as the registration software’s system administrator and performs related duties as required.

EITHER I
Experience:

The equivalent of three years of full time progressively responsible experience working in a customer service, business office environment that included at least two years in a lead worker capacity with major responsibility for the interpretation and resolution of complex customer service issues beyond the initial contact level.

OR II
Education:

Possession of an Associate of Arts degree or the equivalent to completion of two years of college course work (90 quarter or 60 semester) units from an accredited college or university in Business, Accounting, Information Systems or a related field.

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

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

The most suitably qualified candidates will possess the following competencies:

Knowledge of:

• Reservation and registration computer software system
• Department and District rules, regulations and procedures
• Modern office practices and procedures
• Advanced customer service/relations theories
• Principles and practices of automated financial record keeping
• General accounting principles and terminology
• Business English, spelling, grammar and punctuation
• Modern office equipment including personal computers
• Principles and practices of employee supervision, selection, training and performance evaluation

Ability to:

• Schedule, assign, organize, direct, train, review and evaluate the work of assigned employees

• Perform difficult and/or complex customer service and administrative accounting work
• Establish, organize and maintain complex record keeping systems
• Establish and maintain effective working relationships with employees, outside organizations and the public
• Effectively operate a variety of modern office equipment including computers and related software
• Perform accurate arithmetic calculations
• Respond professionally and effectively to changing priorities
• Function independently and make decisions based on sound judgment affecting areas of responsibility
• Communicate effectively, both orally and in writing
• Work effectively under pressure, and with frequent interruptions
• Provide courteous and efficient service to customers and clients
• Pay close attention to technical detail while performing technical tasks
• Review and analyze processes and procedures and make effective recommendations for change
• Motivate staff and lead by example

  The examination will consist of the following steps:

1. A review of candidates' application to verify possession of minimum requirements.  Those candidates who possess the minimum requirements for the class will move on to the next step in the examination process.
2. A review of the supplemental questionnaire to determine the best qualified.
3. An oral interview which will be weighted as 100% of the candidates' final examination score.  The oral interview may contain situational exercises.

Candidates must attain a qualifying rating on each portion of this recruitment. 

WE RESERVE THE RIGHT TO MAKE CHANGES TO THE ANNOUNCED EXAMINATION STEPS.

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

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:

Last Day To File:                                  Monday, May 7,  2018

Screen for Minimum Qualifications:      May 11, 2108

Screen for Best Qualified:                      May 18, 2018

Panel Interviews:                                  To Be Determined

 *WE RESERVE THE RIGHT TO MAKE CHANGES TO THE ANNOUNCED RECRUITMENT & SELECTION PLAN* 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 FOR POSITIONS AT THE HAYWARD AREA RECREATION AND PARK DISTRICT

• Ten (10) working days paid vacation each year; fifteen (15) days after five (5) years of service; and twenty (20) days after thirteen (13) years of service
• Fourteen (14) paid holidays a year.
• Sick leave is accrued at the rate of one (1) day per month. Choice of three (3) health plans for employees and their dependents, most, if not all of which is paid for by the District.  The medical plan design offered to employees is a $15 HMO Plan or High Deductible PPO Plan. Employees may elect coverage provided through one of the two medical carriers, United Healthcare HMO or PPO, Kaiser Permanente HMO Comprehensive dental plan for employees and their dependents.
• Vision care reimbursement benefit.
• Social Security paid for by District and employee.
• Public Employees Retirement System 2% at 62 for new hires; 2% at 60 for new employees hired after January 1, 2013 that are already members of CalPERS.
• Long Term Disability Plan paid by District.
• Life Insurance policy ($75,000) paid by District.
• Deferred Compensation Plan available, employee funded.
• Employee Credit Union services.
• Educational Tuition Reimbursement.
• Employee Assistance Program.
• Post employment healthcare plan contribution of 2.52% of base salary paid by District.
• State Disability, employee funded.

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 insure 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. 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 bulletin for the recruitment for which you have applied.

Anna Montoya, Human Resources Analyst II
Human Resource Services Division, County of Alameda
510-272-6459
www.acgov.org/hrs

ALAMEDA COUNTY IS AN EQUAL OPPORTUNITY EMPLOYER