Client Services Representative

Under the general supervision of the Friend of the Court and direct supervision of the Systems Coordinator/Support Staff Supervisor. Performs a variety of clerical related tasks with customer service relations.

• Processes incoming mail, faxes and e-mails.
• Monitors the lobby/reception area including opening and closing daily.
• Handles incoming court official and attorney phone calls and directs to appropriate staff.
• Receives and monitors calls on hold for referee hearings, mediation, conciliation, conference or other appointments and transfers call when ready.
• Monitors in person client services and directs them to appropriate staff or department for assistance.
• Controls lobby flow by informing referees and staff of clients checked-in and updates client on wait times.
• Makes contact with supervisor or bailiff in hostile client confrontations.
• Deals with emotional and angry clients on the telephone and in the lobby.
• Ensures all clients sign in with current contact information. Responsible for receipting IV-D applications on newly established cases.
• Responsible for opening and closing of the lobby, including turning on all equipment.
• Monitors office supplies maintained in lobby and informs System Coordinator/Support Staff Supervisor of low supplies.
• Replenishes court forms and motions for public use in the lobby.
• Receives incoming mail, faxes and e-mails.
• Opens, sorts and time stamps documentation received. Removes all staples and paperclips before sending off for scanning.
• Processes documents received and/or transmitted electronically including faxes and public email.
• Determines appropriate document code for routing to appropriate staff by document type and document content. Requires reading of document to determine proper routing code.
• Complies with locally defined time frames to ensure the timely and appropriate processing of workflow.
• Assists with client change information by gathering client sign-in information including current address, telephone number, e-mail, employer, medical insurance information, and more.
• Reviews case histories for client account print outs, generates reports and distributes to clients. Follows confidentiality practices and procedures when disseminating client account reports.
• Generates print-outs for Section 8 client housing requests.
• Case notes in MiCSES financial reports distributed.
• Drafts client correspondence.
• Collects and maintains statistical data on caseload specific matters for internal and state statistics.
• Performs special projects, time sensitive mailing projects and case clean-up activities.
• Assists with return mail, as needed.
• Case notes all client changes in MiCSES.
• Other duties as assigned.

Works under the general supervision of the Friend of the Court and direct supervision of the Systems Coordinator/Support Staff Supervisor.

N/A

• Bachelor Degree from a regionally accredited college or university in psychology, social work, business, accounting or related behavioral or business degree preferred.
• Associate Degree from a regionally accredited college or university in psychology, social work, business, accounting or related behavioral or business degree required.
• Little or no previous work-related skill, knowledge or experience is needed. The court at its discretion may consider an alternative combination of formal education and work experience.
• Writing, reading, mathematical principles; proficient computer skills-Microsoft Office Suite, Outlook; exercise sound judgment and decision making in accordance with policies and procedures; ability to research and problem solve independently; knowledge of County operations and functions; ability to prioritize and time manage; handle stressful situations, provide effective and friendly customer service; support the County's mission and values; ability to think critically where necessary.
• Knowledge or understanding of basic administrative tasks: operate standard office equipment; document management; prepare and maintain records, various correspondences and reports; answer general inquiries and refer as necessary; answer telephone calls, process mail, order supplies/equipment; prepare meeting agendas, attend meetings, record/transcribe/distribute minutes; entering, transcribing, recording, storing or maintaining information in written or electronic form with speed and accuracy; maintain calendars, arrange meetings, schedule rooms and equipment as necessary.
• Ability to communicate effectively and efficiently with management, co-workers and clients; obtain and communicate accurate information; apply common sense understanding to complex instructions and respond accordingly; communicate complex ideas through graphs, charts, presentations, reports or other professional correspondence.

• Ability to demonstrate predictable, reliable, and timely attendance.
• Ability to read, write & communicate in…