Customer Service Representative, DCSS

Alameda County Department of Child Support Services is dedicated to serving the children and families of Alameda County. The Customer Service Representative provides first-line customer service to child support customers, verifying case data and documenting customer contact in a high-volume environment.

Responsibilities

• Provides first-line customer service to child support customers, including case participants, department staff, attorneys, employers, and others on behalf of Alameda County’s families and children
• Verifies case data; identifies and determines next steps; and documents all customer contact in a high volume, public contact environment; and performs related duties as required

Skills

• The equivalent of one (1) year of full-time experience in a high-volume customer service call center or high-volume customer contact environment
• Any combination of training, education, and 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
• 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 may be disqualifying
• Knowledge of customer service principles
• Knowledge of standard office procedures, methods, and equipment
• Working knowledge of automated computer systems and Microsoft Office software (such as Microsoft Word, Excel, and Outlook)
• Knowledge of business arithmetic
• Knowledge of laws, regulations, and codes governing the access to and use of confidential information and legal documents
• Knowledge of legal terminology applicable to child support documents
• Knowledge of techniques and practices for providing effective customer service in challenging situations to individuals from various social-economic and ethnic groups through a variety of communication channels, including but not limited to in person, over the telephone, and through correspondence
• Ability to perform multiple tasks simultaneously
• Ability to use a multi-line, call center, and phone system
• Ability to perform keyboarding and data entry with accuracy and efficiency
• Ability to establish and maintain effective working relationships with staff, peers, other agencies, and the public
• Ability to maintain confidentiality
• Ability to learn and apply specific operations and procedures of the job
• Ability to 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)
• Ability to prioritize work to meet individual and team goals
• Ability to respond to customer inquiries within established turnaround times
• Ability to listen for understanding, evaluate customer inquiries, and offer appropriate solutions
• Ability to interpret, apply, and explain complex rules, policies, and procedures in a timely manner so that customers understand them
• Ability to communicate effectively orally and in writing
• Shares the Department's core values of providing excellent and efficient service
• Values teamwork, open to change, resilient, and can adapt and shift priorities
• Demonstrates sound judgment and thrives in a high-volume customer service environment
• Is goal oriented, self-motivated, and can work independently
• Quickly learns and applies new policies and procedures on the job

Benefits

• 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)
• Accidental Death and Dismemberment Insurance
• 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, Long-Term Care, Hospital Indemnity and Legal Services
• Employee Assistance Program
• Retirement Plan - (Defined Benefit Pension Plan)
• Deferred Compensation Plan (457 Plan or Roth Plan)
• 12 paid holidays
• Floating Holidays
• Vacation and sick leave accrual
• Vacation purchase program
• Catastrophic Sick Leave
• 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

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