County of Alameda

DESCRIPTION

Under direct supervision, provides first line customer service in an inbound/outbound customer contact center; initiates and responds 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; records pertinent information from customer interactions into computer databases; and performs related duties as required.  

DISTINGUISHING FEATURES  

This is the journey level classification in the Customer Service Representative series located in the Department of Child Support Services (DCSS) Incumbents receive supervision from a   Child Support Supervisor, and are responsible for providing first-line customer service in a public contact environment.   This classification is distinguished from the Lead Customer Service Representative, DCSS classification in that the latter serves in a lead capacity, assisting and advising customer service staff and supervisors.  It is further distinguished from the Child Support Assistant series in that the latter primarily provides clerical and administrative support to technical and professional staff, and requires in-depth programmatic knowledge.

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 individual in the classification does not necessarily perform all duties listed.  

1.  Initiates and responds to a high volume and variety of inquiries in a fast paced customer contact environment in a professional and courteous manner, asks relevant questions, and evaluates the information obtained.  

2.  Utilizes a variety of computer systems to review and provide information to customers, program partners, and the public.  

3.  May be assigned to front desk reception on a rotational basis; greeting and assisting walk-in customers.  

4.  Determines which inquiries should be forwarded to other child support staff members based on the information being requested or provided, and forwards inquires or calls to the appropriate person or unit.  

5.  Verifies customer or caller information such as name, address, phone number, employer, nature of request, etc.      

6.  Tracks and logs all contacts, and updates and maintains case files in a computer database system.  

7.  Types a variety of information into an automated case activity logging system; enters information into reports and related data bases, and produces other forms of written communication.  

8.  Maintains records or logs of the activities of a unit including work received, status of work in progress, work completed, and actions required; prepares statistical summaries of the work activity performed.  

9.  May participate in outreach events in order to promote and educate the public about child support services.  

10.   Provides online customer service through a variety of media, including chat, social media platforms, text messaging, and/or other related customer service delivery systems.

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.  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

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

CLASS SPEC HISTORY

Newspec:  1154

RE:cs   10/19/11

CSC Date:  11/02/11

LC:ah Revised/ Retitled 6/26/18

Old Title: Call Center Representative, Department of Child Support Services

CSC Date: 8/15/18

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
• 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.