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
Company Overview
Alameda County offers vital community benefits such as health care, social services, public safety, and general government activities. It was founded in 1853, and is headquartered in Oakland, California, USA, with a workforce of 5001-10000 employees. Its website is http://www.acgov.org/.
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