Salary Range: $80,184.00 - $98,488.00 yearly

Company: Alameda County Child Support Services (ACCSS)

Location: 5669 Gibraltar Drive, Pleasanton, California, 94588

Hours of Work: Full-Time (40 hours/week, Monday – Friday)

Review the Official Job Bulletin and APPLY HERE

About ACCSS:  

At Alameda County Child Support Services (ACCSS), we are dedicated to encouraging responsible parenting, family self-sufficiency, and overall wellbeing. We achieve this by locating parents, establishing paternity, and managing the establishment, modification, and collection of support obligations.

Our commitment to delivering exceptional services is built on five guiding principles: Family Focus, Operational Excellence, a Dynamic Workforce, Innovation, and Collaboration. We actively invest in staff to support their long-term growth so they can continue to advance our mission and achieve the highest service excellence to our customers. We lead with inclusion and empower our diverse team to do their best work as their most authentic selves.

The Opportunity:

We are seeking an experienced customer contact or customer service professional with demonstrable experience leading a high-volume customer contact center and values diversity, utilizing the unique strengths of each team member to improve individual and program performance.  

The Customer Service Supervisor plans, directs, and evaluates the work of the Customer Service Representatives within ACCSS’s Communication Center.  They provide information and resolve problems for child support customers, departmental staff, employers, and other community partners.

Example of Responsibilities

• Train, coach, and develop Communication Center staff.
• Maintain statistical reports for required tracking.
• Conduct quality control assessments, including reviewing calls and communications.

• De-escalate customer interactions and resolve their concerns.
• Verify case data to ensure correct case processing.
• Work cooperatively with other supervisors and line staff to improve workflow and resolve issues.
• Assist management with recruitment and selection of staff, development of procedures, training programs, reports, and correspondence.
• Maintains effective and proactive communication with partner organizations.
• Other duties as assigned.

Desired Skills and Abilities

• Passionate and committed to providing outstanding public service.
• Excellent verbal and written communication.
• Professionalism and ability to work collaboratively with others.
• Organized with attention to detail.
• Proactive approach to the accurate maintenance of records, identification of issues, and solution implementation.
• Self-motivated and aptitude to learn and apply information quickly.
• Positive attitude and strong work ethic.
• Able to provide practical guidance based on laws, regulations, and policies.
• Working knowledge of basic office tools (Outlook, Microsoft Teams, Office 365, Zoom, etc.,).
• Candidates with bilingual fluency in English and another language are highly encouraged to apply.

How to Qualify:

4 years of full-time experience in a high-volume customer service contact center, at least 1 years of which much have included direct supervisory work of customer service representative/contact center staff.

Substitution: A bachelor’s degree from an accredited college or university may be substituted for six (6) months of the required experience in patterns II and III.

Special Requirement 

A thorough background investigation including fingerprinting will be conducted on all candidates who have accepted a conditional offer of employment to ensure suitability for child support-related work. A felony conviction may be disqualifying.

Benefits:

ACCSS 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. The benefits and compensation include, but not limited to:

• Medical & Dental – HMO & PPO Plans
• Vision or Vision Reimbursement
• Flexible Spending Accounts - Health FSA, Dependent Care, and Adoption Assistance
• Retirement Plan - (Defined Benefit Pension Plan)
• Deferred Compensation Plan (457 Plan or Roth Plan)
• 12 paid holidays
• Floating Holidays
• Vacation and sick leave accrual
• And much more!

APPLY HERE