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Bargaining Unit: SEIU 1021 - Clerical (010)
$26.97-$33.10 Hourly / $2,157.60-$2,648.00 BiWeekly /
$4,674.80-$5,737.33 Monthly / $56,097.60-$68,848.00 Yearly
DESCRIPTION
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Under general supervision, Lead Customer Service Representative acts as lead and provide first line customer service in a high volume, public contact environment; investigate and resolve escalated customer service inquiries and calls from the general public; review work in progress; assist in writing procedures for review by the Customer Service 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 Child Support Customer Service Representative series located in the Alameda County of Child Support Services (ACCSS). Positions allocated to this classification are primarily responsible for providing lead support to customer service representative staff and the Customer Service Supervisor within the division. This classification is distinguished from the higher-level classification of Customer Service Supervisor in that the latter functions as a first-line supervisor over customer service representatives and leads, and related support staff, while the former functions as a lead classification.
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EXAMPLES OF DUTIES
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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.
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MINIMUM QUALIFICATIONS
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EITHER I
Experience:
The equivalent of six months of full-time experience in the classification of Child Support Assistant I or Customer Service Representative in the Alameda County classified service.
OR II
Experience:
The equivalent of two years of full-time experience in a high-volume customer service call center or high-volume customer contact environment, including experience with online or chat, one year of which must have included lead responsibility.
OR 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 may be substituted for six (6) months of the required experience in patterns II and III above.
Special Requirements:
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. A felony conviction may 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.
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KNOWLEDGE AND SKILLS
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Knowledge of:
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CLASS SPEC HISTORY
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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
IL:saa Revised/Retitle 06/28/2023
Old Title: Lead Customer Services Representative, Department of Child Support Services
CSC:07/26/2023
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BENEFITS
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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
For your Financial Future
For your Work/Life Balance
*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.
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