Customer Service Supervisor, DCSS

County of Alameda • Pleasanton, CA

3d

About The Position

Under general direction, plans, organizes, directs, coordinates, and evaluates the work of employees in the Child Support Customer Services Representative series within a high-volume customer contact center of Alameda County Child Support Services (ACCSS); provides information and resolves problems for child support customers, departmental staff, employers, and other community partners, and performs related duties as assigned.

Requirements

• EITHER I Experience : The equivalent of one (1) year of full-time experience in the classification of Lead Customer Service Representative, Department of Child Support Services in the Alameda County classified service.
• OR II Experience : The equivalent of two (2) years of full-time experience in the classification of Customer Service Representative, Department of Child Support Services in the Alameda County classified service.
• OR III Experience : The equivalent of four (4) years of full-time experience in a high-volume customer service contact center, at least one (1) year of which must have included direct supervisory work of customer service representatives/contact center staff.
• 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 Requirement : A thorough pre-employment background investigation, including fingerprinting, will be conducted on 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 the ongoing suitability of Child Support related work.
• Knowledge of : Laws, regulations, and policies pertinent to contact center operations.
• Principles and practices of employee supervision, performance management, and progressive discipline.
• Scheduling practices to meet peak times demands.
• Modern office practices and procedures, including a working knowledge of Microsoft Office software (Word, Excel, and Outlook).
• Laws, regulations, and codes governing the access to and use of confidential information and legal documents.
• Legal terminology applicable to child support documents.
• Current and trending customer service models and philosophies, including techniques and practices for managing challenging customer interactions.
• Modern customer contact center technology.

Nice To Haves

• Experienced customer contact or customer service professional with demonstrated training and coaching skills.
• An individual who embraces diversity and leverages individual strengths to improve individual and program performance.
• Takes a creative approach to problem-solving.
• Remains flexible and thrives in a rapidly changing environment.
• Understands and supports organizational policies and procedures.
• Maintains the confidentiality of information.
• Takes initiative and strives for ongoing process improvements and program effectiveness.
• Maintains constructive relationships even under stressful circumstances.
• Leverages modern technology and automated call center systems to ensure productivity and excellent customer service.

Responsibilities

• Plan, organize, supervise, train, and evaluate the work of staff.
• Guide and evaluate the development of subordinates.
• Read, understand, interpret, apply, and explain laws and legal procedures.
• Prioritize and organize work in an effective and efficient manner and meet deadlines.
• Exercise sound independent judgment within established guidelines.
• Operate contact center communication systems, computers, and other office equipment for extended periods of time.
• Prepare statistical reports and monitor trends.
• Establish and maintain effective working relationships with staff, peers, other agencies, and the public.
• Maintain confidentiality.
• Deal tactfully, courteously, and effectively with customers, even under challenging circumstances.
• Analyze information and situations to make appropriate decisions.
• Effectively communicates verbally and in written form.

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
• Management Paid Leave
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager