County of Alameda

Lead Customer Services Representative, Department Child Support Services (#1155)

Bargaining Unit: SEIU 1021 - Clerical (010)
$22.32-$27.42 Hourly / $1,785.60-$2,193.60 BiWeekly /
$3,868.80-$4,752.80 Monthly / $46,425.60-$57,033.60 Yearly


DESCRIPTION

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.,    

DISTINGUISHING FEATURES  

This is the specialized/advanced journey level classification in the Customer Service Representative series located in the  Department of Child Support Services (DCSS).   Positions allocated to this class are primarily responsible for providing lead support to customer service representative staff and the Child Support Supervisor within the division.  This classification is distinguished from the higher level class of Child Support Supervisor in that the latter functions as a first line supervisor over professional and/or support staff, while the former functions as a working lead      


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.  Leads, plans, and reviews the work of Customer Service Representatives  

2.  Assists in the development of training materials and delivery of training to Customer Service Representatives, and others as needed  

3.  Provides on the job assistance and on-going training in the processes and procedures used to perform the duties of the Customer Service Representative  

4.  Assists subordinates in resolving problems encountered in their work; informs employees of new and revised procedures  

5.  Periodically reviews operating procedures and recommends appropriate changes  

6.  Advises the supervisor of workload, work quality, or personnel issues or concerns        

7.  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.  

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

9.  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.  

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

11.  Tracks and logs all contacts, and updates and maintains information and records in a computer data-base system.  

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

13.  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.  

14.  Provides customer service as part of outreach to promote and educate the public about child support services.  

15.  Provides online customer service through 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 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

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  


CLASS SPEC HISTORY

Newspec:  1155

RE:cs  10/19/11

CSC Date:  11/2/11

AS:cs  Revised 11/20/14

CSC Date:  12/10/14

LC:ah Revised/ Retitled 6/26/18

Old Title: Lead 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
  • 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.