Lead Call Center Representative, Department of Child Support

THIS IS A NEW ASSEMBLED EXAMINATION.  The eligible list resulting from this examination will cancel any existing list and may last approximately one year, but can be extended.

Applications must be in the possession of the Human Resource Services Department by 5:00 p.m. on the Last Day for Filing.  Postmarks are not accepted.  Applications will only be accepted on-line.

Supplemental Questionnaire:  A properly completed Supplemental Questionnaire must be submitted with each application.  Applications and Supplemental Questionnaires must be in the possession of the Human Resource Services Department by 5:00 p.m. on the Last Day for Filing. Postmarks are not accepted.  Failure to submit the Supplemental Questionnaire will result in disqualification.

QUALIFIED BILINGUAL PERSONS WHO SPEAK ENGLISH AND ARE ALSO FLUENT IN SPANISH, CHINESE, VIETNAMESE, CAMBODIAN, LAOTIAN, KOREAN, MIEN, TAGALOG, AMHARIC, FARSI, DARI, TIGRIGNA, RUSSIAN, ROMANIAN OR SIGN LANGUAGE ARE ESPECIALLY ENCOURAGED TO APPLY.  THERE IS AN ADDITIONAL BI WEEKLY COMPENSATION FOR PERSONS IN POSITIONS DESIGNATED BILINGUAL.  Qualified candidates may be tested to demonstrate language proficiency.

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.

The Agency:
The Mission of the Alameda County Department of Child Support Services is to establish paternity, and medical and child support orders and to collect child and spousal support payments in an efficient and cost effective manner while maintaining the respect and dignity of the public we serve.

Any custodial or non-custodial party may request that the Alameda County Department of Child Support Services aid in collecting their court ordered support. Members of the public are eligible for services regardless of whether or not they are receiving public assistance. The Department maintains court calendars at the Hayward and Alameda Court locations.   

The Department has approximately 240 employees consisting of clerical support, call center support, paraprofessional, legal professional, technical, management and administrative staff.  The Department is organized into functional silos: Administration and IT, Court Support, Attorney Team, Pre Order Services, Post Order Services, Client Services, and Office Support.

The Department is located within the Hacienda Business Park in Pleasanton, CA and services the entire Alameda County area.

The Position:
Under general supervision, Lead Call Center Representatives act as a lead and provide customer service in a call center environment. In addition to performing the functions of a Call Center Representative, incumbents investigate and resolve escalated or difficult customer service complaints and calls from the general public, and write policies and procedures for review by the Call Center Supervisor. Incumbents participate in the training of call center staff, evaluate their performance and report those findings to the Call Center Supervisor and complete other related work as assigned.

Distinguishing Features
These positions are located in the Alameda County Department of Child Support Services (ACDCSS). Positions allocated to this class are primarily responsible for providing lead support to call center staff and the Call Center Supervisor in the call center.  This Lead position is distinguished from the lower level class of Call Center Representative in that the Lead position is responsible for providing lead support in the Call Center while the Call Center Representative does not have lead responsibilities and their main function is to handle all incoming calls related to the service delivery of the Call Center.

 

IDEAL CANDIDATE

The ideal candidate, in addition to meeting the minimum qualifications stated below, will have demonstrated a track record of success in the following areas:

·        Understanding of customer-focused service and decisions.

·        Demonstrated the traits that allow others to seek guidance and resolution to issues or problems.

·        The ability to seek out areas of improvement and recommend and initiate action to improve processes.

·        Someone who creates and takes advantage of learning opportunities to help self and others apply newly gained knowledge and skills on the job.

·        Demonstrated expertise in successful team-building by developing direction and structure to help accomplish goals.

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 Child Support Case Assistant I/II or Call Center Representative (ACDCSS) in the Alameda County Department of Child Support Services

Or II
Experience:

The equivalent of two years full-time experience in a call center position, one year of which must have included lead or supervisory responsibility

Or III
Experience:

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

Special Requirements:

Must be able to type at a minimum of 40 net 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.

The most suitably qualified candidates will possess the following competencies:

Knowledge of:

• Lead work and staff development techniques and practices
• Automated systems capability and applications; 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)
• Modern call center technology

Ability to:

• Interpret and explain procedures to others, and answer a variety of questions related to
  department programs and processes
• Exercise sound judgment when prioritizing, organizing, assigning and monitoring workload
• Develop and deliver training
• 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

THE EXAMINATION WILL CONSIST OF the following steps: 1)  A performance exam (typing test).  2) Review of candidates' applications to verify possession of minimum requirements.  Those candidates who possess the minimum requirements for the class will move on to the next step in the examination process. 3)  A review of candidates’ Supplemental Questionnaires to select the best qualified applicants to continue in the process.  4)  The oral interview which will be weighted at 100% of the candidate's final score and may contain situational exercises.  CANDIDATES MUST ATTAIN A QUALIFYING RATING ON EACH PORTION OF THIS EXAMINATION.  We reserve the right to make changes to the announced 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 many be more broadly used for both current and future vacancies, or for other alternate jobs with comparable scopes of work. 

To learn more about our recruitment and selection process, please visit the “What You Need to Know” section of our website, www.acgov.org/hrs.

We reserve the right to make changes to the announced examination components.

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. 

 
TENTATIVE SELECTION PLAN  

Deadline for Filing:	5:00 p.m., Monday, November 24, 2014
Performance (Typing Test)	Friday, December 5, 2014
Review for Minimum Qualifications:	Wednesday, December 10, 2014
Review of Supplemental Questionnaires for Best Qualified:	Week of December 15, 2014
Panel Interviews:	January 8, 2015

 

 

 

 

 

 

Alameda County and the Human Resource Services Department will make reasonable efforts in the examination and/or selection process to accommodate qualified individuals with disabilities and/or medical conditions in accordance/compliance with the State Fair Employment and Housing Act (FEHA), Federal Americans with Disabilities Act (ADA) Alameda County’s Reasonable Accommodation Policy and applicable statutes.  To request an accommodation due to a disability/medical condition during this or other phases of the examination/selection process, please contact the assigned Human Resources Representative listed on the job announcement before the last date of filing.  Alameda County requires applicants to provide supporting documentation to substantiate a request for reasonable accommodation. In order to qualify for a reasonable accommodation, applicants must have a disability/medical condition pursuant to the ADA, FEHA and applicable statutes.  For more information regarding our Reasonable Accommodation procedures, please visit our website, www.acgov.org/hrs

 

Alameda County offers a comprehensive and competitive benefits package that affords wide-ranging health care options to meet the different needs of a diverse workforce and their families. We also sponsor many different employee discount, fitness and health screening programs focused on overall well being.  These benefits include but are not limited to*:

For your Health & Welfare Benefits

• Medical – HMO & PPO Insurance
• Dental – PPO & DHMO Insurance  
• Vision
• Basic Life Insurance 
• Supplemental Life Insurance (with optional dependent coverage) 
• County Allowance
• Health Flexible Spending Account
• Dependent Care Flexible Spending Account
• Accident, Critical Illness & Hospital Indemnity
• Long Term Care Insurance
• Employee Assistance Program

For your Financial Future

• Short-term Disability Insurance
• Long-Term Disability Insurance
• Retirement Plan – (Defined Benefit Pension Plan)
• Deferred Compensation Plan

For your Work/Life Balance

• 11 paid holidays
• Vacation and sick leave accrual
• Vacation purchase program
• Management Paid Leave**
• Group Auto/Home
• 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 

*Eligibility is determined by Alameda County and offerings may vary by collective bargaining agreement.  This provides a brief summary of the benefits offered and can be subject to change.

** Non-exempt management employees are entitled to up to three days of management paid leave. Exempt management employees are entitled to up to seven days of management paid leave.

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 insure 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.


Annette Sandoval,  Human Resources Analyst II
Human Resource Services, County of Alameda
510-272-6434

Alameda County is an Equal Opportunity Employer