LEAD CUSTOMER SERVICES REPRESENTATIVE, DCSS

Work Location Pleasanton

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, October 8, 2021.

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 () in Pleasanton, CA and services the entire Alameda County area.

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

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 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.

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.

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.

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.

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 Bachelors 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.

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 c
30+ days ago