Child Support Customer Service Specialist-spanish Speaking Preferred (departmental Promotional Only) Vacancy In County Of San Mateo

Hiring Organization / Company: County Of San Mateo
Basic Salary: To Be Discussed
Employement Type: Full-Time

Job Details:

The San Mateo County Department of Child Support Services is looking for a Customer Service Specialist to answer telephone calls from customers and use available resources to answer inquiries. The Specialist will identify and determine solutions to problems that customers may have, accurately document key information from each call using the computer, verify existing case data to ensure correct case processing, and identify and solve problems and refer cases to a Child Support Analyst for additional action, as appropriate. The Specialist will also provide clerical support and conduct outbound calls as needed.

The successful candidate will join an energetic and effective customer service team, which is focused on providing clear, consistent and accurate information to customers in a friendly and helpful manner.

In addition to the required knowledge, skills and abilities listed below, the Department seeks a bright, flexible, energetic person who possesses the following:

  • At least two years of experience providing the highest quality of customer service at a call center.
  • Experience working in a call center or a child support agency is a plus.
  • Advance proficiency with desktop systems, Microsoft Office Suite (Word and Excel), and web-based applications.
  • Ability to type at a minimum speed of 35 WPM.
  • Ability to quickly learn and analyze rules, regulations, policies and procedures involved in customer service in a child support environment and relay the information to customers in a clear, accurate and highly professional manner.
  • Ability to deal tactfully, courteously and effectively with callers under difficult circumstances.
  • Ability to sit for long periods of time and communicate with the public primarily by extensive use of telephones.
  • Possession of excellent hearing and manipulative skills to operate a telephony system.
  • Excellent written and oral communication skills including excellent telephone skills to communicate courteously, efficiently, and accurately over the phone.
  • Fluency in Spanish (read, speak, write) is preferred but NOT required for this position.

The Department of Child Support Services serves the public by ensuring that children receive financial support to which they are legally entitled. The Department also serves taxpayers by helping families remain self-sufficient and recouping aid to families with dependent children from Parent Paying Support (PPS). The Department is committed to providing timely, competent and professional services that are cost-effective and respond to community needs. The Department's Call Center is a fast-paced and unpredictable environment where Call Center Specialists will be accepting a high volume of calls from both Person Receiving Support (PRS) and Parent Paying Support (PPS) with questions about their cases. The Call Center operates Monday through Friday, from 8:00 AM to 5:00 PM.

NOTE: The list created from this recruitment may be used to fill current and future extra help/temporary and/or permanent vacancies.


Education and Experience:
Any combination of education and experience that would likely provide the required knowledge, skills and abilities is qualifying. A typical way to qualify is two years of experience in a customer service setting.

Knowledge of:
Rules, regulations, policies and procedures involved in customer service in a child support environment; techniques for dealing with the public, in person and over the telephone, often when relations may be confrontational or strained; case management techniques; automated computer systems and a working knowledge of a word processing software package; proper spoken and written business English.

Skill/Ability to:
Deal tactfully, courteously and effectively with callers under difficult and/or strained circumstances; express ideas effectively orally and in writing; simultaneously work on multiple detailed tasks with frequent interruption; use initiative and sound independent judgment within established guidelines; interpret, apply and explain complex rules, policies and procedures; operate a computer and other office equipment for extended periods.


Departmental Promotional Only. Only current County of San Mateo employees in the Department of Child Support Services with at least six months (1040 hours) of continuous service in a classified regular, probationary, SEIU or AFSCME represented extra-help/term position prior to the final filing date may apply.

Responses to the supplemental questions must be submitted in addition to our regular employment application form. A resume will not be accepted as a substitute for the required employment application and supplemental questionnaire.

The examination process will consist of a scored relevant Training and Experience (T&E) evaluation (pass/fail), based solely on the candidates' responses to the supplemental questions. Candidates who pass the T&E evaluation will be invited to a panel interview (weight: 100%). Depending on the number of applicants, an application appraisal of education and experience may be used in place of other examinations, or further evaluation of work experience may be conducted to group applicants by level of qualification. Applicants who meet the minimum qualifications are not guaranteed advancement through any subsequent phase of the examination. All examinations will be given in San Mateo County, California, and applicants must participate at their own expense.

IMPORTANT: Applications for this position will only be accepted online. If you are currently on the County's website, you may click the "Apply" button above or below. If you are not on the County's website, please go to to apply. Online applications must be received by the Human Resources Department before midnight on the final filing date.

Final Filing Date: Tuesday, August 3, 2021 by 11:59 PM PST
Training and Experience Evaluation: Week of August 9, 2021
Panel Interviews: Week of August 16, 2021

At the County of San Mateo, we take pride in the way our employees bring together their diverse backgrounds, experiences, and perspectives to serve our community's needs.
The County is an Equal Employment Opportunity Employer.
Analyst: Ximena Burns (07/21/2021) (Child Support Customer Service Specialist - E431)

Job Location Information:
City: San Mateo
State: Ca
Country: Us
Location: San Mateo, Ca

Date Posted: 2021-07-21
Job Listing No# : 60102

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