Administrative Support 2

Essential Duties and Responsibilities

• Answers Attorney Consumer Assistance Program (ACAP) hot-line calls and responds to inquiries concerning the conduct of Florida attorneys.
• Provides general information regarding the grievance process, as well as alternatives to disciplinary programs including information on The Florida Bar's mediation and fee arbitration programs.
• Refers misdirected callers to other departments or agencies.
• Records and distributes phone messages to intake counsel.
• Provides status updates to callers regarding open investigations.
• Scans written inquiries and enters relevant data into database.
• Forwards data for intake counsel to review.
• Captures and forwards correspondence and complaint forms.

Knowledge

• Professional office procedures and practices
• Administrative principles and procedures
• Use of computers, printers, facsimile machines, copiers, scanners

Skills

• Professional telephone etiquette
• Correct spelling, punctuation, and grammar usage
• MS Word
• MS Excel
• MS Outlook
• Database input

Abilities

• Multi-task
• Think logically and effectively problem solve
• Interpret TFB policies and procedures
• Organize and prioritize work
• Demonstrate initiative in group projects and individual settings
• Tactfully manage difficult situations
• Communicate effectively and professionally, both verbally and in writing
• Operate well under pressure and in a team atmosphere
• Consistently provide an excellent service-oriented attitude
• Learn The Rules Regulating The Florida Bar
• Sit for long periods of time
• Hear and converse over the telephone
• Key/work frequently on a computer
• Lift 5 to 10 lbs