Customer Service Supervisor, DCSS

Job Description:

Customer Service Supervisor, DCSS

Description

Introduction

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.

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 5:00:00 p.m. on the Last Day for Filing. Failure to submit the Application or Supplemental Questionnaire will result in disqualification.

Applications and Supplemental Questionnaires will only be accepted online.

DESCRIPTION

THE AGENCY

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. ACCSS’s 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, click HERE .

For more information about the State of CA Child Support, click HERE .

THE POSITION

Under general direction, plans, organizes, directs, coordinates, and evaluates the work of employees in the Child Support Customer Services Representative series within a high-volume customer contact center of Alameda County Child Support Services (ACCSS); provides information and resolves problems for child support customers, departmental staff, employers, and other community partners, and performs related duties as assigned.

THE IDEAL CANDIDATE:

In addition to meeting the minimum qualifications stated below, the ideal Customer Service Supervisor at Alameda County Child Support Services is a leader that:

• 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.

For more detailed information about the job classification, please visit: Customer Service Supervisor, Department of Child Support Services (#1157)

MINIMUM QUALIFICATIONS

EITHER I

Experience :

The equivalent of one (1) year of full-time experience in the classification of Lead Customer Service Representative, Department of Child Support Services in the Alameda County classified service.

OR II

Experience :

The equivalent of two (2) years of full-time experience in the classification of Customer Service Representative, Department of Child Support Services in the Alameda County classified service.

OR III

Experience :

The equivalent of four (4) years of full-time experience in a high-volume customer service contact center, at least one (1) year of which must have included direct supervisory work of customer service representatives/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 above.

Special Requirement :

A thorough pre-employment background investigation, including fingerprinting, will be conducted on all candidates who have accepted a conditional offer of employment to ensure they are suitable for Child Support related work. A felony conviction may be disqualifying. Upon employment, subsequent background investigations will be conducted on a periodic basis to determine the ongoing suitability of Child Support related work.

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

KNOWLEDGE AND SKILLS

The most suitably qualified candidates will possess the following competencies:

Knowledge of :

• 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.

Ability to :

• 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, https://hrs.alamedacountyca.gov/

RECRUITMENT 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 are tentative and subject to change based on the needs of the Agency.
TENTATIVE RECRUITMENT PLAN:

Deadline for Filing:

5:00:00 PM, Monday, March 2, 2026

Review of Minimum Qualifications:

Friday, March 13, 2026
Virtual Written Examination:

Week of April 6, 2026
Civil Service Oral Examination:*

Week of May 11, 2026

TENTATIVE SELECTION PLAN:
Departmental Hiring Interviews: June 2026

*The combined oral examination/hiring interview, in addition to establishing an eligibility list, may serve as the final selection interview for vacancies in this classification.

WE RESERVE THE RIGHT TO MAKE CHANGES TO THE ANNOUNCED RECRUITMENT & SELECTION PLAN

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, hrs.alamedacountyca.gov/reasonable-accommodation/

BENEFITS

The 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 employee discount, fitness and health screening programs focused on overall wellbeing. These benefits include but are not limited to*:

For your Health & Well-Being

• Medical - HMO & PPO Plans
• Dental - HMO & PPO Plans
• Vision or Vision Reimbursement
• Share the Savings
• Basic Life Insurance
• Supplemental Life Insurance (with optional dependent coverage for eligible employees)
• Accidental Death and Dismemberment Insurance
• County Allowance Credit
• Flexible Spending Accounts - Health FSA, Dependent Care and Adoption Assistance
• Short-Term Disability Insurance
• Long-Term Disability Insurance
• Voluntary Benefits - Accident Insurance, Critical Illness, Long-Term Care, Hospital Indemnity and Legal Services
• Employee Assistance Program

For your Financial Future

• Retirement Plan - (Defined Benefit Pension Plan)
• Deferred Compensation Plan (457 Plan or Roth Plan)

For your Work/Life Balance

• 12 paid holidays
• Floating Holidays
• Vacation and sick leave accrual
• Vacation purchase program
• Management Paid Leave**
• Catastrophic Sick Leave
• Pet Insurance
• 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 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.

Conclusion

All notices related to County recruitments for which you have applied will be sent/delivered via email. Please add @jobaps.com, @acgov.org, [email protected] and [email protected] 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 [email protected] and [email protected] are routed to an unmonitored mailbox. If you have questions please go to our website at https://hrs.alamedacountyca.gov/ . You may also contact the Human Resources Analyst listed on the bulletin for the recruitment for which you have applied.

Rosario Jones | Human Resources Analyst
Human Resource Services, County of Alameda
510-891-5737 | Email: [email protected]
https://hrs.alamedacountyca.gov/

Disaster Service Worker

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.

Closing Date/Time: 3/2/2026 5:00:00 PM

Salary:

$38.55 - $47.35/hour; $80,184.00 - $98,488.00/year