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.
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.
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.
Leads, plans, and reviews the work of Customer Service Representatives.
Assists in the development of training materials and delivery of training to Customer Service Representatives and others as needed.
Provides on-the-job assistance and ongoing training in the processes and procedures used to perform the duties of the Customer Service Representative.
Assists subordinates in resolving problems encountered in their work; informs employees of new and revised procedures.
Uses established customer service practices and models to identify and assist customers with escalated child support matters; refers matters to the supervisor as appropriate.
Reviews operating procedures and recommends appropriate changes.
Advises the supervisor of workload, work quality, or personnel issues or concerns.
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.
Utilizes a variety of computer systems to review and provide information to customers, program partners, and the public.
Determines which inquiries should be forwarded to other child support staff members based on the information being requested or provided and forwards inquiries or calls to the appropriate person or unit.
Verifies customer information such as name, address, phone number, employer, nature of the request, etc.
Tracks and logs all contacts and updates and maintains information and records in a computer database system.
Enters a variety of information into an automated case activity logging system, enters information into reports and related databases, and produces other forms of written communications.
Maintains records or logs of the activities of a unit, including work received, the status of work in progress, work completed, and actions required; prepares statistical summaries of the work activity performed.
Provides customer service as part of outreach to promote and educate the public about child support services.
Provides online customer service through chat, social media platforms, text messaging, and/or other customer service delivery systems.
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.
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.
Any combination of training, education, or experience which would provide an applicant with the required knowledge, skills, and abilities listed below.
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.
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.
KNOWLEDGE AND SKILLS
Customer service principles and models, including techniques and practices for providing effective customer service in challenging situations to individuals from various social-economic and ethnic groups.
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.
Customer contact technology through a variety of communication channels, including but not limited to in-person, over the telephone, and through remote services and written correspondence.
Laws, regulations, and codes governing the access to, and use of, confidential information and legal documents.
Legal terminology applicable to child support documents.
Modern customer contact center technology.
Techniques and practices for effectively managing interactions with disruptive and confrontational individuals.
Perform multiple tasks simultaneously.
Interpret, apply, and explain complex rules, policies, and 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.
Adopt and implement customer service models/philosophy; assist in the development and delivery of customer service-related training.
Perform keyboarding and data entry with accuracy and efficiency.
Use a multi-line, call center, and phone system.
Establish and maintain effective working relationships with staff, peers, other agencies, and the public.
Learn and apply 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 and choose the best solution from several options; initiate appropriate actions within prescribed guidelines.
Communicate effectively orally and in writing.
CLASS SPEC HISTORY
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
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