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.ResponsibilitiesProvides 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 childrenVerifies case data; identifies and determines next steps; and documents all customer contact in a high volume, public contact environment; and performs related duties as requiredSkillsThe equivalent of one (1) year of full-time experience in a high-volume customer service call center or high-volume customer contact environmentAny combination of training, education, and experience which would provide an applicant with the required knowledge, skills, and abilities listed belowA bachelor's degree from an accredited college or university may be substituted for six (6) months of the required experienceA 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 workAny felony conviction may be disqualifyingKnowledge of customer service principlesKnowledge of standard office procedures, methods, and equipmentWorking knowledge of automated computer systems and Microsoft Office software (such as Microsoft Word, Excel, and Outlook)Knowledge of business arithmeticKnowledge of laws, regulations, and codes governing the access to and use of confidential information and legal documentsKnowledge of legal terminology applicable to child support documentsKnowledge 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 correspondenceAbility to perform multiple tasks simultaneouslyAbility to use a multi-line, call center, and phone systemAbility to perform keyboarding and data entry with accuracy and efficiencyAbility to establish and maintain effective working relationships with staff, peers, other agencies, and the publicAbility to maintain confidentialityAbility to learn and apply specific operations and procedures of the jobAbility 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 goalsAbility to respond to customer inquiries within established turnaround timesAbility to listen for understanding, evaluate customer inquiries, and offer appropriate solutionsAbility to interpret, apply, and explain complex rules, policies, and procedures in a timely manner so that customers understand themAbility to communicate effectively orally and in writingShares the Department's core values of providing excellent and efficient serviceValues teamwork, open to change, resilient, and can adapt and shift prioritiesDemonstrates sound judgment and thrives in a high-volume customer service environmentIs goal oriented, self-motivated, and can work independentlyQuickly learns and applies new policies and procedures on the jobBenefitsMedical – HMO & PPO PlansDental – HMO & PPO PlansVision or Vision ReimbursementShare the SavingsBasic Life InsuranceSupplemental Life Insurance (with optional dependent coverage for eligible employees)Accidental Death and Dismemberment InsuranceCounty Allowance CreditFlexible Spending Accounts - Health FSA, Dependent Care and Adoption AssistanceShort-Term Disability InsuranceLong-Term Disability InsuranceVoluntary Benefits - Accident Insurance, Critical Illness, Long-Term Care, Hospital Indemnity and Legal ServicesEmployee Assistance ProgramRetirement Plan - (Defined Benefit Pension Plan)Deferred Compensation Plan (457 Plan or Roth Plan)12 paid holidaysFloating HolidaysVacation and sick leave accrualVacation purchase programCatastrophic Sick LeavePet InsuranceCommuter Benefits ProgramGuaranteed Ride HomeEmployee 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 Resources1•st• United Services Credit UnionCompany OverviewAlameda 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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