Tuesday, July 29, 2014

Call Center Representative, DCSS

Bilingual Spanish-Speaking Preferred

Recruitment #12-1154-01

Introduction

The Alameda County Department of Child Support Services is looking to hire several Call Center Representatives to staff its new, regional call center.  The ideal candidate will have an excellent customer service track record, innate interpersonal skills and preferably be bilingual, Spanish-speaking.

DESCRIPTION

Under direct supervision, provide customer service in a call center environment. This includes greeting customers, establishing rapport, projecting a professional tone, looking up case information in various computer databases and answering questions based on that information. Incumbents record pertinent information in the computer system resulting from the call and complete other related work as assigned.

DISTINGUISHING FEATURES

These positions are located in the Alameda County Department of Child Support Services (ACDCSS) and are supervised by a Call Center Supervisor. Positions allocated to this class series differ from other classifications in that the primary functions of this position are to provide customer service in a call center environment and perform limited clerical or administrative functions, whereas the Child Support Assistant series is primarily involved in clerical and administrative support and requires a wider range of knowledge.

MINIMUM QUALIFICATIONS

Education:

Graduation from high school, or possession of a certificate of proficiency issued by the California State Board of Education, or possession of a G.E.D. certificate

AND
Experience:
Either I

The equivalent of six months of full time experience in the class of Clerk I or in an equivalent or higher level-clerical class in Alameda County classified service (Non-classified includes District Attorney’s Office, Hospital Authority, and the Consolidated Courts). This experience must have been in a position in which the majority of duties involved direct customer service to the public, either in person or over the phone.

Or II

The equivalent of one year of full time experience in a call center position

Or III
Experience:

Any combination of training, education and experience that will provide the knowledges and abilities listed below.

Special Requirements:

Must be able to type at a minimum of 40 words per minute from clear copy

A thorough background investigation, including fingerprinting will be conducted of all candidates who have accepted a conditional offer of employment to ensure they are suitable for Child Support related work. A felony conviction will be disqualifying

NOTE: The Civil Service Commission may modify the above Minimum Qualifications in the announcement of an examination.

KNOWLEDGE AND SKILLS

Knowledge of:

• Modern office practices and procedures including the use of standard computer programs such as Microsoft Word, Excel, and Outlook
• Business arithmetic
• Laws, regulations, and codes governing the access to, and use of, confidential information and legal documents
• Legal terminology applicable to child support documents
• Techniques and practices for dealing with individuals from various social-economic and ethnic groups, in person, via telephone, and through correspondence (including stressful contacts with irate and hostile individuals)


Ability to:

• Work under pressure in a high volume call center environment
• Use a multi-line, call center, phone system
• Establish and maintain effective working relationships with staff, peers, other agencies, and the public
• Maintain confidentiality
• Learn specific operations and procedures of job
• Contribute to the overall team effort to meet and exceed call center performance goals (this includes quantitative and qualitative goals which are set by the department)
• Prioritize calls to meet individual and team goals
• Respond to customer inquiries within established turnaround times
• Evaluate and control problematic situations and offer solutions
• Diffuse hostile client callers
• 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. Identify alternatives from diverse sources and choose the best solution from several options, then initiate appropriate actions within prescribed guidelines
• Respond to a constant influx of telephone calls
• Effectively communicate verbally while using excellent telephone etiquette skills
• Effectively communicate in writing; including accurate spelling, proper grammar, punctuation, and correct vocabulary

EXAMINATION COMPONENTS

Alameda County utilizes a Civil Service Selection System founded on merit.  Such a system is competitive and based on broad recruitment efforts and equal opportunity for qualified applicants to test in an examination process designed to determine the qualifications, fitness and ability of competitors to perform duties of the vacant position.  Many of our recruitments are targeted and specific to the needs of a current vacant position, in which case, the eligible list may be exclusively used for that current vacant position.  Other recruitments may be more broadly used for both current and future vacancies, or for other alternate jobs with comparable scopes of work.

For more information on the Civil Service Selection process, please visit:

http://www.acgov.org/hrs/divisions/ps/application.htm#1

Selection Plan

Applicants will be informed via email with reasonable notice in advance of any examination process which will require their attendance.  The following dates are tentative and subject to change based on the needs of the Agency:

02/09/12 Examination Recruitment Bulletin Release

On 02/09/12 the examination recruitment bulletin will be released. 

03/05/12 Final File Date for Applications

At 5:00pm on 03/05/12 the online system will no longer accept your application.  No late applications will be accepted, so please submit your application early.  No changes, subtractions or additions can be made to the application or supplemental questionnaire after the final file date deadline.

03/05/12 - 03/14/12 Review for Minimum Qualifications

During this time, your application will be reviewed to ensure that you meet the minimum qualifications as stated above.  If you fail to meet the minimum qualifications, you will be notified via email.  If you do meet the minimum qualifications, you will move on to have your supplemental application reviewed.

03/27/12 - 03/30/12 Written Examination, Typing & Microsoft Office Test

Once it has been established that you meet the minimum qualifications, you will be invited to participate in a multiple choice examination that will test you on grammar, sentence structure, reading comprehension, filing and similar areas.  On the day of your written exam, we will also administer a computer test to gauge your level of proficiency of Microsoft Office products.  Lastly, you will be required to take a typing test so to identify the speed at which you are able to type.

Week of 4/16/2012 Panel Interview Examinations

Those candidates who are deemed best qualified by the scores that they receive in the above examinations will be invited to a panel interview where they will be asked about past job experiences relating to the core competencies that successful incumbents of the job possess.  The candidates who pass this portion of the exam will then be scored and put into rank order.  Those candidates in the top five ranks are eligible for employment.  The panel interview examination may also serve as the hiring interview at the discretion of the hiring manager.  The dates listed above are tentative and subject to change based on the needs of the department.

Bilingual Spanish-Speaking Option

Those candidates who successfully pass the examination components above and who are looking to establish bilingual pay, must take an additional examination to establish that they have the ability to speak, read and write in Spanish at a level suitable for this position.  Dates of such examinations are to be determined.

We reserve the right to make changes to the selection plan.

THIS IS A NEW CONTINUOUS EXAMINATION:  List eligibility is valid for 12 months unless the needs of the department warrant a change in that time.  This examination may be reopened as necessary and the names of additional candidates merged onto the existing list according to examination score. 

The Human Resource Services Department will make reasonable efforts in the examination process to accommodate qualified individuals with mental and physical disabilities, and/or medical conditions in accordance/compliance with the State Fair Employment Housing Act (FEHA), Federal Americans with Disabilities Act (ADA) of 1990, and Alameda County Resolution No. R-83-773.  To request an accommodation due to a disability during this or other phases of the selection process, please contact the Human Resource Services Department at (510) 272-6472 before the final filing deadline. Alameda County Human Resources Services will require documentation to substantiate a request for reasonable accommodation. In order to qualify for a reasonable accommodation, applicants must have a permanent disability pursuant to the U.S. Equal Employment Opportunity Commission's statute of the Americans with Disability Act of 1990, as amended, and/or the California Department of Fair Employment and Housing (DFEH) Act.

 

For more information regarding our Reasonable Accommodation procedures, please visit our website, www.acgov.org/hrs

CLASS SPEC HISTORY

Newspec: 1154
RE:cs 10/19/11
CSC Date: 11/02/11

BENEFITS

ABOUT THE COUNTY

Alameda County, located on the east side of San Francisco Bay, is California’s seventh-largest county.  The County employs 9,080 full-time employees and operates on an annual budget of $2.39 billion.  Oakland, the County seat, is California’s eighth largest city.  One and a half million people call Alameda County home and live in a variety of incorporated cities, unincorporated communities and rural areas.  As a major urban county, Alameda provides a full range of services to its citizens.  The County is a blend of culturally and ethnically diverse communities, and its mixture of cosmopolitan and suburban areas provides the perfect environment for families and their active lifestyles.  The County offers extensive cultural resources, countless recreational opportunities and an array of fine public and private colleges and universities.

 

BENEFITS FOR NON-MANAGEMENT POSITIONS

MEDICAL PLANS

The County offers HMO and PPO medical plans.  The County has two contributions structures, 1) County contributes 100% of the lowest cost HMO; or 2) County contributes 90% of the HMO plans and 90% of the lowest cost HMO towards the PPO.  The County contribution can be prorated based on the number of work hours up to 50% of the standard hours in a pay period.  If an eligible employee waives all medical coverage through the County, a monthly stipend may be provided.

DENTAL PLANS

The County offers two Dental Plans: PPO and Dental Maintenance Option (DMO). The County contributes 100% of the family coverage for both plans as long as the employee works at least 50% of the standard hours in a pay period. The PPO option plan design is 100% Preventative, 80% Basic Care, 80% Major Care with a $45 per individual deductible and annual maximum up to  $1,450 per year.  The DMO option has an orthodontic benefit for children as well as adults.

VISION BENEFIT

The County offers two Voluntary Vision Plans through Vision Service Plan (VSP) for eligible employees.  The two plans consist of a low option and a high option that offer annual eye exams and coverage for various frames and lenses.  The Voluntary Vision Plan is 100% employee paid and is available for employees and their dependents.  In addition, an annual eye exam is covered for participants in the HMO Medical Plans with corresponding co-pay. 

A Vision Reimbursement Plan is available for some union bargaining units who have a provision in their Memorandum of Understanding that after six months of continuous service, Vision Reimbursement for eye lenses or contacts is provided up to a set dollar amount. This vision reimbursement benefit is available to employees only.

COUNTY ALLOWANCE DOLLARS

The County provides up to $300 of flex dollars annually, dependent upon the eligible employee's represented or unrepresented classification.  These flex dollars can be used to pay for medical premiums.  The unused portion of these flex dollars are deposited into a Health Flexible Spending Account for the employee, which can be used for unreimbursed medical expenses. 

HEALTH FLEXIBLE SPENDING ACCOUNT

Employees may opt to salary contribute on a pre-tax basis up to $5,000 for eligible out of pocket medical, dental and vision expenses such as: prescription co-pays, office visit co-pays, prescription eye glasses or contact lenses.

DEPENDENT CARE ASSISTANCE PROGRAM

For employees who have either children under age 13 or dependents (parent, sibling or in-law incapable of self-care) that are dependent upon the employee for care can salary contribute on a pre-tax basis up to $5,000 annually. These pre-tax dollars can be used to pay for day care expenses provided by a licensed facility.

LIFE INSURANCE

The County pays for a Basic Life Insurance policy of $9,000 up to $20,000 for an employee based on the affiliation with their appropriate union.

COMMUTER BENEFITS

For the 2011 Plan Year, an employee can set aside up to $230 a month in pre-tax dollars to pay for qualified work-related parking and commuting to and from work transit fees.

HOLIDAYS

Most employees are provided 11 paid holidays plus four floating holidays dependent upon the union bargaining unit.

VACATION AND SICK LEAVE WITH PAY

Vacation accrual ranges from two weeks to five weeks depending upon years of service and the union bargaining unit to which the position is assigned. Sick leave accruals are based on the union bargaining unit and are defined in the corresponding Memorandum of Understanding.

EMPLOYEE ASSISTANCE PROGRAM (EAP)

The County has an EAP available for employees, spouses/domestic partners and eligible dependents.  This program provides services such as: counseling, financial consulting, child and elder care consulting and some legal counseling.

DISABILITY or INCOME REPLACEMENT

Two voluntary plans are offered: Short-term Disability and Long-term Disability can be purchased through a payroll deduction or with accrued vacation hours depending upon the union bargaining unit.

LONG TERM CARE

This voluntary benefit extends care for yourself and/or your spouse and/or your parents who experience a serious accident, chronic illness or frailties of old age. Places where care can be provided are: in one’s home, at a nursing home, at an assisted living facility or adult day care center.

 

RETIREMENT

The County retirement program is a Defined Benefit plan and is governed under the provisions of the 1937 Act systems. The County’s retirement is based on one’s age upon entrance, compensation, years of service and specific percentage of employee/employer contributions with the County’s portion vesting after five years of employment.
 
DEFERRED COMPENSATION

The County offers a Deferred Compensation program where an eligible employee can voluntarily contribute on a pre-tax and/or after-tax basis, a minimum of $20 per pay period up to the total annual contribution limit.

ADDITIONAL INFORMATION

VETERAN’S PREFERENCE
Those claiming additional preference points as a VETERAN must submit a copy of the DD214 form on the day of the oral examination. Those claiming additional preference points as a DISABLED VETERAN must submit a copy of the DD214 form and a letter from the Department of Veteran Affairs confirming eligibility for additional points on the day of the oral examination.

REASONABLE ACCOMMODATION
The Human Resource Services Department will make reasonable efforts in the examination process to accommodate qualified individuals with mental and physical disabilities, and/or medical conditions in accordance/compliance with the State Fair Employment Housing Act (FEHA), Federal Americans with Disability Act (ADA) of 1990, and Alameda County Resolution No. R-83-773.  To request reasonable accommodation, you must notify the Human Resource Representative listed on this bulletin as soon as possible and before the last day to file, in order to make the necessary arrangements during each step of the examination process.                                                               (510) 272-3703 (TDD)

DISASTER SERVICE WORKER
All government employees are disaster service workers as defined by California Government Code Section 3100.  In addition to everyday duties, employees have the added responsibility of helping throughout any disaster. 

BACKGROUND INVESTIGATION
An applicant’s previous employment may be investigated.  Results of this investigation may be cause for disqualification.  Also, all convictions will be reviewed and may result in a request for additional information or termination of employment.  A conviction record will not necessarily disqualify an applicant from employment.  Each case will be given individual consideration, based on job-relatedness.

MEDICAL EXAMINATION
All prospective county employees must pass a medical examination before beginning employment.  For positions which require a commercial driver’s license and the performance of functions defined as “safety sensitive,” Federal law and County policy requires that the examination include a drug screening process.  Offers of employment are conditional upon successful completion of this examination.

Alameda County is an Equal Opportunity/Affirmative Action employer.  Women, ethnic and racial minorities and persons with disabilities are encouraged to apply.  Applicants will be considered without regard to their race, color, religion, sex national origin, age, disability, sexual orientation, or any other non-job-related factor.

 

Conclusion

All notices related to County recruitments for which you have applied will be sent/delivered via email. Please add @acgov.org and alamedacountyHR@acgov.org as accepted addresses to any email blocking or spam filtering program you may use. If you do not do this, your email blocking or spam filtering program may block receipt of the notices regarding your application for recruitments. You are also strongly advised to regularly log into your County of Alameda online application account to check for notices that may have been sent to you. All email notices that will be sent to you will also be kept in your personal online application account. You will be able to view all of your notices in your online application account by clicking on the "My applications" button on the Current Job Openings page.

Please take the steps recommended above to ensure you do not miss any notices about a recruitment for which you have applied. The County of Alameda is not responsible for notices that are not read, received or accessed by any applicant for a County recruitment.

NOTE: All notices are generated through an automated email notification system. Replies to the email box alamedacountyHR@acgov.org are routed to an unmonitored mailbox. All notices are generated through an automated email notification system. Replies to the email box are routed to an unmonitored mailbox. If you have questions please go to our website at www.acgov.org/hrs. You may also contact the Human Resources Analyst listed on the job announcement for the recruitment for which you have applied.

 

For questions regarding this recruitment, please contact:

Melissa Heitz,  Human Resources Analyst

Human Resource Services, County of Alameda

510-272-6468

Melissa.Heitz@acgov.org