Client Services Representative

Position Summary

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.

Essential Duties And Responsibilities

• Processes incoming mail, faxes and e-mails.
• Maintains the lobby/reception area including opening and closing daily.
• Handles incoming court official and attorney phone calls and directs to appropriate staff.
• Monitors calls on hold for referee hearings, mediation, conciliation, conference or other appointments and transfers call when ready.
• 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.
• 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.
• Maintains 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.
• 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.
• 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.
• Collections 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.

Supervision Received

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

Experience, Skills, Education

• 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.

Knowledge or Understanding

• Reading of document to determine proper routing code.
• Complies with locally defined timeframes 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.

Essential Abilities

• Ability to demonstrate predictable, reliable, and timely attendance.
• Ability to read, write & communicate in English; follow written and verbal instruction and understand basic mathematics and figure checking.
• Ability to interpret and apply procedures, rules, technical information, instructions, manuals to complete tasks accurately and on schedule.
• Ability to learn from directions, observations, and mistakes; and apply procedures using good judgment.
• Ability to use discretion and maintain sensitive and confidential information.
• Ability to work independently or part of a team; ability to interact appropriately with others such as County officials, employees, vendors and the general public.
• Ability to work under supervision, receiving instructions/feedback, coaching/counseling and/or action/discipline.
• Adaptability to change in the work environment, managing competing demands and ability to deal with frequent changes, delays or unexpected events.
• Knowledge of principles and processes for providing customer and personal services including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Proficient skills using Microsoft Office programs including, but not limited to: Word, Excel, Access, and Outlook required.