Friday, January 28, 2022

Lead Customer Services Representative, DCSS

Recruitment #21-1155-01

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.

Supplemental Questionnaire: A properly completed Supplemental Questionnaire must be submitted with each application. Failure to submit the Application or supplemental Questionnaire will result in disqualification.

Applications and Supplemental Questionnaires must be in the possession of the Human Resource Services Department by 5:00:00 p.m. on the Last Day for Filing.

 Applications and Supplemental Questionnaires will only be accepted on-line.

Bilingual Candidates are Highly Encouraged to Apply: Qualified bilingual persons who speak English, 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 biweekly compensation for persons in positions designated bilingual. Qualified candidates may be tested to demonstrate language proficiency.

Special Typing Requirement / Typing Certificate:
A typing certificate demonstrating your ability to type a net typing speed of 40 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 (under the resume tab) of your online application.  You must submit, by the filing deadline, an application, supplemental questionnaire, and typing certificate demonstrating your ability to type 40 net words per minute.  The typing certification must be obtained from a temporary agency, employment agency, or community college.  The certificate must be printed on the letterhead of the agency or college and must have been obtained within six (6) months of the filing deadline, from May 1, 2021 - November 23, 2021.

You may wish to contact the 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

Under general supervision, Lead Customer Service Representatives act as  leads and provide first line customer service in an inbound/outbound customer contact center; investigate and resolve escalated customer service inquiries and calls from the general public; write policies and procedures for review by the Child Support Supervisor; participate in the training and evaluation of customer service staff; and perform related duties as required.  

Click HERE to view the full job description for Lead Customer Services Representative, Department of Child Support Services.

THE IDEAL CANDIDATE

  • Have a strong ability to tactfully and courteously serve people from diverse backgrounds.
  • Establish and maintain good working relationships with internal and external customers and deliver the highest level of performance.
  • Lead others through effective feedback and coaching to meet established goals.
  • Have the ability to work under pressure in a fast paced environment.
  • Apply sound judgement when prioritizing, organizing, assigning and monitoring operations and workloads.
  • Effectively manage escalated customer service matters, can track and analyze information, offer appropriate solutions to problems, and follow-up to ensure resolution within established timeframes.
  • Experience developing and delivering on the job training to small groups and individuals.

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 Child Support Assistant I or Customer Service Representative in the Alameda County classified service.    

Or

Pattern II

Experience: 

The equivalent of two years full-time experience in a call center or customer contact environment including experience with online, chat and social media, one year of which must have included lead or supervisory responsibility.    

Or

Pattern III

Experience: 

Any combination of training, education or 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 closely 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.  Any felony conviction will 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

NOTE: The most suitably qualified candidates will possess the following competencies:

Knowledge of:  

  • Lead work and staff development techniques and practices
  • Automated systems capability and applications; 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)
  • Modern call center technology
  • Techniques and practices for effectively managing interactions with disruptive and confrontational people.  

 

Ability to:  

  • Interpret and explain procedures to others, and answer a variety of questions related to department programs and processes
  • Exercise sound judgment when prioritizing, organizing, assigning and monitoring operations and workload
  • Develop and deliver training
  • 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
  • Give effective feedback to coach and encourage customer service representatives to perform at their best
  • 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 inquiries 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:

1). A review of candidates' applications 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 which is a performance examination.

3). An oral interview, which will be weighted as 100% 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

5:00 P.M. Monday, November 1, 2021

Tuesday, November 23, 2021 

Friday, December 10, 2021

Review of Minimum Qualifications:

November 17, 2021

TBD

Oral Examination:

Week of January 10, 2021

TBD

 

 

 

Updated: 11/01/2021 (SK), 11/17/2021 (SK)

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. 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
  • 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 Noreply@jobaps.com 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.


Sandy Kim, Human Resources Analyst

Human Resource Services, County of Alameda
Sandy.Kim@acgov.org
(510) 272-6470
www.acgov.org/hrs

 

DISASTER SERVICE WORKER
All Alameda County employees are designated Disaster Service Workers through state and local law.  Employment with the County requires the affirmation of a loyalty oath to this effect.  Employees are required to report to work as ordered in the event of an emergency.

EQUAL EMPLOYMENT OPPORTUNITY
Alameda County has a diverse workforce, that is representative of the communities we serve and is proud to be an equal opportunity employer.  All aspects of employment are based on merit, competence, performance and business need. Alameda County does not discriminate in employment on the basis of, race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors protected under federal, state and local law. Alameda County celebrates diversity and is committed to creating an inclusive, and welcoming workplace environment.