Customer Service Representative, DCSS

Date Opened 3/20/2026 12:00:00 AM

Filing Deadline 4/3/2026 5:00:00 PM

Salary $26\.96 \- $33\.10/hour; $56,076\.80 \- $68,848\.00/year

Employment Type Permanent Full\-Time Employment

HR Analyst Rosario Jones

Department Child Support Services

Work Location Pleasanton

Positions May Include Flexible and/or Hybrid Remote Options

Type of Recruitment New, open, assembled

Introduction

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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.

Qualified bilingual persons who speak English and are also fluent in: Spanish, Chinese, Vietnamese, Cambodian, Laotian, Korean, Mien, Tagalog, Amharic, Farsi, Dari, Tigrinya, Russian, Romanian or Sign Languages 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.

*Applications and Supplemental Questionnaires will only be accepted online.*

DESCRIPTION

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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 direct supervision, provides first\-line customer service to child support customers, including case participants, department staff, attorneys, employers, and others on behalf of Alameda County’s families and children. Verifies case data; identifies and determines next steps; and documents all customer contact in a high volume, public contact environment; and performs related duties as required.

For more detailed information about the job classification, please visit: Customer Service Representative, Department of Child Support Services (\#1154\)

THE IDEAL CANDIDATE

In addition to meeting the minimum qualifications stated below, the ideal candidate will possess the following:

• Shares the Department's core values of providing excellent and efficient service.
• Values teamwork, open to change, resilient, and can adapt and shift priorities.
• Demonstrates sound judgment and thrives in a high\-volume customer service environment.
• Is goal oriented, self\-motivated, and can work independently.
• Quickly learns and applies new policies and procedures on the job.

MINIMUM QUALIFICATIONS

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EITHER I

Experience:

The equivalent of one (1\) year of full\-time experience in a high\-volume customer service call center or high\-volume customer contact environment.

OR II

Experience:

Any combination of training, education, and experience which would provide an applicant with the required knowledge, skills, and abilities listed below.

Substitution:

A bachelor’s degree from an accredited college or university may be substituted for six (6\) months of the required experience.

Special Requirements:

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

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

KNOWLEDGE AND SKILLS

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*The most suitably qualified candidates will possess the following competencies:*

Knowledge of:

• Customer service principles.
• Standard office procedures, methods, and equipment.
• Working knowledge of automated computer systems and Microsoft Office software (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 providing effective customer service in challenging situations to individuals from various social\-economic and ethnic groups through a variety of communication channels, including but not limited to in person, over the telephone, and through correspondence.

Ability to:

• Perform multiple tasks simultaneously.
• Use a multi\-line, call center, and phone system.
• Perform keyboarding and data entry with accuracy and efficiency.
• Establish and maintain effective working relationships with staff, peers, other agencies, and the public.
• Maintain confidentiality.
• Learn and apply specific operations and procedures of the job.
• Contribute to the overall team effort to meet and exceed team performance goals (this includes quantitative and qualitative goals which are set by the department).
• Prioritize work to meet individual and team goals.
• Respond to customer inquiries within established turnaround times.
• Listen for understanding, evaluate customer inquiries, and offer appropriate solutions.
• Interpret, apply, and explain complex rules, policies, and procedures in a timely manner so that customers understand them.
• Communicate effectively orally and in writing.

EXAMINATION COMPONENTS

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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

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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, Wednesday, April 3, 2026

Review of Minimum Qualifications:

Wednesday, April 17, 2026

Virtual Written Examination:

Week of May 8, 2026

Virtual Civil Service Oral Examination:

Week of May 29, 2026

TENTATIVE SELECTION PLAN:

Departmental Hiring Interviews: June 2026

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

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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
• 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

1st

• 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.

Conclusion

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All notices related to County recruitments for which you have applied will be sent/delivered via email. Please add @jobaps.com, @acgov.org, Noreplyalamedacountyhr@acgov.org and Noreply@jobaps.com 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 Noreply@jobaps.com and Noreplyalamedacountyhr@acgov.org 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: Rosario.Jones@acgov.org

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.