CSS Customer Service Representative I-II

Description

THE PROGRAM
Our agency's mission is to "Transform Lives Through the True Power of Child Support." The Ventura County Department of Child Support Services Program (VCDCSS) was established in 1975 to provide children with the financial, medical, and emotional support they need to help ensure a bright future. Child support payments help provide children with food, shelter, clothing, and other necessities. By providing the means for many families to meet their most basic financial needs, the program is a critical part of efforts to fight poverty in California. In addition, public assistance recipients are required to open a child support case, with collections being used to recoup the government's cost of providing that assistance. California's program is administered by 49 local child support agencies (called LCSAs) and operates under the oversight of the California Department of Child Support Services (DCSS). DCSS is committed to cultivating a diverse, equitable, and inclusive workforce in all departments.

THE POSITION
Under immediate (I) or general supervision (II) acts as the first public contact and line of service for callers and/or visitors which may include parents receiving support and parents paying support, staff, attorneys, employers, agencies and others acting on behalf of families and children. Interacts with callers and/or visitors to provide information in response to inquiries. Verifies case data, identifies and determines solutions and documents calls in a high-volume call center environment.

CSS Customer Service Rep. I - is the entry level classification, where, under immediate supervision emphasis is on learning to perform the required duties through formal classroom and on the job training.

CSS Customer Service Rep. II - is the journey level classification in the series, responding to callers and/or visitors by providing information and resolving problems

APPROXIMATE SALARY:
CSS Customer Service Representative I: $23.51 - $32.92 (per hour)
CSS Customer Service Representative II: $25.26 - $35.36 (per hour)

EDUCATIONAL/BILINGUAL INCENTIVE:
Incumbents may be eligible for educational incentive of 2.5%, 3.5%, or 5% based on the completion of an Associate's, Bachelor's, or Master's degree that is not required for the classification. Incumbents may also be eligible for bilingual incentive depending upon operational need and certification of skill.

TELECOMMUTING OPTION: Some positions may allow for telecommuting following successful demonstration of competency in the position.

AGENCY/DEPARTMENT: Department of Child Support Services

TENTATIVE SCHEDULE:
OPENING DATE: May 5th, 2025
CLOSING DATE: May 16th, 2025, at 5:00 p.m.
APPLICATION REVIEW COMPLETE: May 23rd, 2025
WRITTEN EXAM: June 9th, 2025
CERTIFICATION OF NAMES: June 13th, 2025
SELECTION INTERVIEWS: Week of June 30th, 2025
SELECTION NOTICES: July 7th, 2025

NOTE: If appointed at the lower level, incumbent may be promoted to the higher level without further exam upon meeting the minimum requirements, demonstrating satisfactory performance, and in accordance with the business needs of the department.

CSS Customer Service Representative I/II are represented by the Services Employees International Union (SEIU) Local 721 and are eligible for overtime compensation.

Examples Of Duties

Duties may include, but are not limited to the following:

• Determines the nature of the call or visit and identifies and communicates an appropriate solution or response.
• Updates information on Child Support Enforcement (CSE) system and generates documents and completes appropriate follow-up work.
• Acts as the first public contact person for callers and/or visitors which may include parents receiving support and parents paying support, staff, attorneys, employers, agencies and others acting on behalf of families and children.
• Verifies existing case data on the automated system to ensure correct case processing.
• Explains action or non-action on the caller's case.
• Documents the caller's/visitor's inquiry and response according to defined procedures.
• Refers unresolved questions to the Child Support Services Specialist (CSSS) as appropriate.
• De-escalates interactions with upset callers to resolve the caller's concern.
• Conducts outbound calls as assigned.
• Performs other related duties as assigned.

Typical Qualifications

• These are entrance requirements to the examination process and assure neither continuance in the process nor placement on an eligible list.
  

EDUCATION, TRAINING, and EXPERIENCE:
Any combination of experience and education that would likely produce the required knowledge, skills and abilities.

Examples of qualifying education/experience would be:

CSS Customer Service Representative I:
One (1) year of experience working in a high-volume call center, reception, or customer service setting resolving challenging and complex customer problems through established policies, procedures or laws; or one (1) year of experience performing support or operational duties in the Child Support Services Department; or thirty (30) semester units of college course work in the social sciences, ethnic studies, communication, or closely related fields.

CSS Customer Service Representative II:
Two (2) years of experience working in a high-volume call center, reception, or customer service setting resolving challenging and complex customer problems through established policies, procedures or laws; or two (2) years of experience performing support or operational duties in the Child Support Services Department; or sixty (60) semester units of college course work in the social sciences, ethnic studies, communication, or closely related fields.

If you are using college course work to qualify, verification of coursework is required. Transcripts or grade reports from an accredited college or university which reflect passing grades in the required subject areas must be submitted to County Human Resources prior to being placed on the eligible list. Unofficial transcripts are acceptable. If transcripts are from an international university, proof of accreditation in the United States must also be submitted.

You are encouraged to submit this documentation with your application, a hard copy with a paper application, or a scanned copy as an attachment for an online application. If you submit a hard copy with a paper application, be sure it's a copy; keep your original for future use, as whatever you submit will not be returned to you. To attach a scanned copy to an on-line application, use the Add Attachments link in the Attachments section at the bottom of the page, where you can edit the various sections of your application. Submit your college transcripts/grade reports from an accredited college or university which shows your name, the conferred date of your degree and the major area of study; submit within 3 days of the closing date of this recruitment to the recruiter, Irene Ealdama, at irene.ealdama@ventura.org

If the name on this documentation is different from the name on your application, include documents that show the name change.

KNOWLEDGE, SKILLS, and ABILITIES:
Some (I) to working (II) knowledge of: Principles and processes for providing customer services including needs assessment, meeting quality standards for services, and customer satisfaction; techniques for dealing with challenging/difficult situations with the public, in person and/or over the telephone; office practices and procedures, including the operation of standard office equipment and associated programs. Knowledge of policies and procedures related to the Department of Child Support Services.

Skill/Ability to: Listen and understand information and ideas presented by callers and/or visitors; interpret, apply and explain complex rules, policies, and procedures in a timely fashion; communicate information effectively, orally and in writing, so that callers and/or visitors understand; apply general rules to specific problems to produce answers; deal tactfully and effectively with callers and visitors under circumstances that may be difficult or challenging; operate a multi-line telephone system; multi-task; communicate effectively orally and in writing.

Recruitment Process

FINAL FILING DATE: Applications must be received by the County of Ventura Human Resources in Ventura, California, no later than 5:00 p.m. on Friday, May 16th, 2025.

To apply on-line refer to web site: www.ventura.org/jobs. If you prefer to fill out a paper application form, please call (805) 654-5129 for application materials and submit them to County of Ventura, Human Resources Division, 800 S. Victoria Ave., Loc. # 1970, Ventura, CA 93009. No application materials will be accepted via e-mail for this recruitment.

Applicants must provide sufficient information under the Education/Work experience portion of the application and supplemental questionnaire, if applicable, to thoroughly and accurately demonstrate your qualifications in order to determine eligibility. A resume and/or other related documents may be attached to supplement your responses in the above sections; however, it/they may not be substituted in lieu of the application.

NOTE: If presently permanently employed in another "merit" or "civil service" public agency/entity in the same or substantively similar position as is advertised, and if appointed to that position successful performance in a "merit" or "civil service" style examination, then appointment by "Lateral Transfer" may be possible. If interested, please click here for additional information.

SUPPLEMENTAL QUESTIONNAIRE - qualifying: All applicants are required to complete and submit the questionnaire for this examination at the time of filing. The supplemental questionnaire may be used throughout the examination process to assist in determining each applicant's qualifications and acceptability for the position. Failure to complete and submit the questionnaire will result in the application being removed from consideration.

APPLICATION EVALUATION - qualifying: All applications will be reviewed to determine whether or not the stated requirements are met. Those individuals meeting the stated requirements will be invited to the written examination.

WRITTEN EXAMINATION - 100%: A job-related written examination will be conducted to test applicant's knowledge on areas such as comparison, office operations and practices, reading comprehension, interpersonal relations, public contact and customer service, and English usage. Applicants must earn a score of seventy percent (70%) or higher to qualify for placement on the eligible list. A verification notice will be sent confirming the test schedule and location details.

The eligible list established from this recruitment will be used to fill present and future regular, temporary, fixed-term, intermittent, and extra-help vacancies. Candidates successfully completing the examination process may be placed on an eligible list for a period of one (1) year. There are currently multiple Regular full-time vacancies within the Ventura County Department of Child Support Services.

NOTE: If appointed at the lower level, incumbent may be promoted to the higher level(s) without further examination upon meeting the minimum requirements, demonstrating satisfactory performance, and in accordance with the business needs of the department.

BACKGROUND INVESTIGATION: A thorough background investigation which may include inquiry into past employment, education, criminal background information and driving record may be required for this position.

For further information regarding this recruitment, please contact Irene Ealdama by e-mail at Irene.Ealdama@ventura.org or by telephone at (805) 437-8120.

EQUAL EMPLOYMENT OPPORTUNITY

The County of Ventura is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious, creed, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), and sexual orientation.

Service Employees International Union (LOCAL 721)
(SEIU)

To learn more about Benefits, Retirement, and the Memorandum of Agreement (MOA), see links below.

• Benefits website or you may call (805) 654-2570.
• Retirement FAQ's
• Memorandum of Agreement

Union Code: UPP

Closing Date/Time: 5/16/2025 5:00 PM Pacific

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• County of Ventura

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