Customer Service Supervisor, DCSS
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Job Location:
Pleasanton, CA - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Introduction
Applications and Supplemental Questionnaires will only be accepted online.
DESCRIPTION
Alameda County Department of Child Support Services (ACCSS) believes that all parents should be fully engaged in supporting the wellbeing of their children. To meet our Vision ACCSS is committed to serving the children and families of Alameda County in ways that are innovative responsive efficient compassionate and in tune with the rich diversity of our community.
Our customers are mothers fathers caregivers children community partners and the residents of Alameda County. ACCSSs core business is to provide assistance to families through establishment of parentage the establishment of child support orders for monetary and medical support and through the enforcement of child support orders. To carry out this Mission our employees are dedicated and talented people who leverage their skills and passion for public service to meet customer needs. Through coordinated efforts and collaboration with community partners ACCSS collects and distributes important child support enhancing self-efficiency and the well-being of families throughout Alameda County.
Alameda Child Support Services culture and business operations are shaped by the following key principles:
- Family Focused: Partner with families to eliminate barriers to providing reliable child support to their children.
- Dynamic Workforce: Attract retain and develop a highly skilled and engaged workforce.
- Operational Excellence: Focus on the highest level of performance and efficiency in our service delivery.
- Innovation: Meet the needs of families through creative solutions.
- Collaboration: Partner with the community to create an ecosystem of support services.
For more information about Alameda County Child Support Services clickHERE.
For more information about the State of CA Child Support clickHERE.
THE POSITION
- 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.
MINIMUM QUALIFICATIONS
KNOWLEDGE AND SKILLS
- 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.
- 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.
EXAMINATION COMPONENTS
The examination will consist of the following steps:
- A review of applicants application 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.
- A written component that will be weighted as qualifying only (pass/fail). Candidates who pass the written test will be invited to the final step in the examination process.
- An oral interview which will be weighted as 100% of the candidates final examination score. The oral interview may contain situational exercises
Candidates must attain a qualifying rating on each portion of this recruitment.
WE RESERVE THE RIGHT TO MAKE CHANGES TO THE ANNOUNCED EXAMINATION STEPS.
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.
To learn more about our recruitment and selection process please visit the What You Need to Know section of our website AND 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 aretentativeand subject to change based on the needs of the Agency. Deadline for Filing: 5:00:00 PM Monday March 2 2026 Review of Minimum Qualifications: Friday March 13 2026 Civil Service Oral Examination:* Week of May 11 2026 For your Health & Well-Being For your Financial Future For your Work/Life Balance *Eligibility is determined by Alameda County and offerings may vary by collective bargaining agreement. This provides a summary of the benefits offered and can be subject to change. ** Non-exempt management employees are entitled to up to three (3) days of management paid leave. Exempt management employees are entitled to up to eight (8) days of management paid leave. All notices related to County recruitments for which you have applied will be sent/delivered via email. Please add @ @ and 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. All Alameda County employees are designated Disaster Service Workers through state and local law. Employment with the County requires the affirmation of a loyalty oath to this effect. Employees are required to report to work as ordered in the event of an emergency. Equal Employment Opportunity Alameda County has a diverse workforce that is representative of the communities we serve and is proud to be an equal opportunity employer. All aspects of employment are based on merit competence performance and business need. Alameda County does not discriminate in employment on the basis of race color religion sex (including pregnancy and gender identity) national origin political affiliation sexual orientation marital status disability genetic information age membership in an employee organization retaliation parental status military service or other non-merit factors protected under federal state and local law. Alameda County celebrates diversity and is committed to creating an inclusive and welcoming workplace environment. Required Experience: ManagerTENTATIVE RECRUITMENT PLAN: Virtual Written Examination: Week of April 6 2026 TENTATIVE SELECTION PLAN: Departmental Hiring Interviews: June 2026 Conclusion
Human Resource Services County of Alameda
Email:
Service Worker
Key Skills
About Company
Just east of San Francisco Bay lies Alameda county. The county, which is governed by a five-member board of supervisors, includes the major cities of Hayward, Oakland, San Leandro, and Livermore. Fifty county departments handle services like behavioral health care, emergency medical, ... View more
