OAG - Child Support | Supervisor - Customer Engagement (Program Supervisor III) | 25-0074

Job Description

GENERAL DESCRIPTION

Are you interested in mission-driven work? Do you enjoy helping others? Join the Office of the Attorney General's Child Support Division (CSD) in our mission to encourage responsible parenting by promoting the involvement of both parents and ensuring children receive the support they need and deserve.

The Texas Attorney General - Child Support Division prioritizes the importance of customer service delivery excellence. Many families of Texas rely on our services to establish parentage, establish monetary and medical support obligations, and enforce and modify court ordered support. These interactions with customers can be challenging due to the sensitive and personal nature of the topics being discussed. Therefore, Customer Engagement Program Supervisors must express the highest level of empathy, seeking to truly understand both the observable and underlying intent of our customers. The Child Support Division is invested in meeting customers in the communications channels where they are reaching out, and therefore Customer Engagement Program Supervisors must be prepared to meet those customers by phone, chat, email, or other new channels as the organization evolves to satisfy customer needs and exceed expectations.

Customer Engagement Program Supervisors exhibit an understanding of the importance of customer service excellence and remain flexible and innovative in finding the best way to exceed customer expectations. They must work collaboratively with internal child support field office staff to find and execute solutions to customer inquiries. The Customer Engagement Program Supervisor is a professionalized role, with opportunities for career development in the areas of customer experience enhancement.

This position may be based in any city in Texas with an OAG Child Support Division office. Internal candidates selected will continue to report to their current worksite.

Employees of the OAG experience the challenge and honor of public service while enjoying a healthy work-life balance; developing hands-on experience; and engaging camaraderie with their colleagues across the state. The OAG is a dynamic state agency with over 4,000 employees throughout the State of Texas. OAG employees enjoy excellent benefits (https://ers.texas.gov/Benefits-at-a-Glance) along with tremendous opportunities to do important work at a large state agency making a positive difference in the lives of Texans.

ESSENTIAL POSITION FUNCTIONS

Under the direction of the Office Manager, supervises child support officers and support staff including assigning and monitoring work activities, preparing and conducting performance appraisals, initiating personnel actions, resolving work related issues and participating in interviewing and hiring

Responds to moderately complex inquiries and resolves issues from agency management, government officials, attorneys, parents, advocacy and community groups and other customers

Assists the Office Manager in planning, coordinating, monitoring and directing all field office operations and activities

Monitors field office performance and takes corrective actions to achieve assigned goals and objectives

Monitors and ensures compliance with federal and state regulations, policies, procedures and standards while providing superior customer service

Assesses the validity of complaints against the IV-D program with impartiality

Reviews and maintains productions reports

Performs related work as assigned

Maintains relevant knowledge necessary to perform essential job functions

Attends work regularly in compliance with agreed-upon work schedule

Ensures security and confidentiality of sensitive and/or protected information

Complies with all agency policies and procedures, including those pertaining to ethics and integrity



Qualifications:

MINIMUM QUALIFICATIONS

Education: Graduation from high school or equivalent

Education: Bachelor's degree from an accredited college or university; experience in the following (or closely related) fields may be substituted for the required education on a year-for-year basis: full-time Child Support Program, management, customer service, or supervisory

Experience: Four (4) additional years of full-time experience working in the following (or closely related) fields: Child Support Program, management, or supervisory

Knowledge of child support policies, procedures and practices, management principles and practices

Skill in using a computer for work processing, spreadsheet and other software

Skill in handling multiple tasks, prioritizing, and meeting deadlines

Skill in effective oral and written communication

Skill in exercising sound judgment and effective decision making

Ability to receive and respond positively to constructive feedback

Ability to work cooperatively with others in a professional office environment

Ability to provide excellent customer service

Ability to work in person at assigned OAG work location, perform all assigned tasks at designated OAG workspace within OAG work location, and perform in-person work with coworkers (e.g., collaborating, training, mentoring) for the entirety of every work week (unless on approved leave)

Ability to arrange for personal transportation for business-related travel

Ability to work more than 40 hours as needed and in compliance with the FLSA

Ability to lift and relocate 30 lbs.

Ability to travel (including overnight travel) up to 5%

PREFERRED QUALIFICATIONS

Education: graduation from an accredited four-year college or university

Experience: Child Support Program and management

Other Language: Ability to proficiently read, write, and speak Spanish

TO APPLY

To apply for a job with the OAG, electronic applications can be submitted through either CAPPS Recruit or Work in Texas. A State of Texas application must be completed to be considered, and paper applications are not accepted. Your application for this position may subject you to a criminal background check pursuant to the Texas Government Code. Military Crosswalk information can be accessed at http://www.hr.sao.state.tx.us/Compensation/MilitaryCrosswalk/MOSC_ProgramManagement.pdf

THE OAG IS AN EQUAL OPPORTUNITY EMPLOYER