CUSTOMER SUPPORT SUPERVISOR

General Summary:

This is highly specialized clerical work that involves assisting customers with all types of questions related to the court system, from the straightforward to the highly complicated and detailed. Extensive phone contact requires the incumbent to have excellent customer service skills and the ability to respond to complex as well as simple inquiries. Incumbents will also be required to address sensitive court inquiries tactfully and will also perform and oversee other centralized clerical tasks such as records checks, juror mailings and other tasks performed by clerks in district and superior courts. Position may also perform tasks related to the processing of Violations Bureau (VB) cases and/or taking calls that are related to VB cases.

Employees in this class will supervise employees engaged in responding to telephone calls from the public, as well as other tasks that have been centralized in the Service Center. This position will also assign and review work, train employees, participate in the hiring, evaluation, and discipline of employees.

This position reports to the Service Center Operations Supervisor. 

Essential Job Functions :*

• Assists the Service Center Operations Supervisor in compiling data and in preparing management reports.

• Responds to inquiries by phone and provides information to attorneys, the public, litigants, and others calling from various locations.

• Thorough understanding of telephone system and the ability to work with contractors to resolve telephone related issues.

• Uses the court case management system, knowledge bank(s), various databases, Judicial Branch website, and other sources of information to respond to inquiries.

• Coordinates the transfer of calls to different venues as appropriate for response.

• Assists and directs staff in resolving complex and sensitive caller inquiries.

• Works collaboratively with court staff to clarify information and provide information to callers.

• Maintains confidentiality related to cases and parties.

• Uses questioning and listening skills that support effective telephone communication.

• Applies elements of building positive rapport with different types of callers.

• Incorporates appropriate voice skills to enhance positive telephone dialogue.

• Processes calls efficiently and respectfully and in keeping with the required timeframes.

• Effectively identifies calls requiring further information and facilitates transfer to local courts by accurately summarizing callers’ inquiries for the local court staff.

• Recognizes and documents trends in calls. Maintains professional knowledge and stays current on changing forms and court procedures.

• Performs various tasks and related duties, as needed, to meet goals of excellent customer service.

• Identifies local court data entry consistencies and inconsistencies, which impact availability of accurate and timely information for callers.

• Oversees training and coaching of new call center representatives and new court employees as requested.

• Enters data for call follow-up recording purposes. Potentially sends written correspondence via email, fax or regular mail to court users in response to inquiries.

• Plans, assigns, and reviews work of subordinate employees.

• Supervises, trains and assigns work for staff.

• Participates in hiring, evaluation, and discipline of employees, as assigned.

• Assures maintenance of central service center performance standards.

• Assists with revenue receipting tasks.

• Assists with the processing of VB cases.

• Conducts records research in the court case management system.

Other Duties and Responsibilities:

Performs other duties as required.

The above list is intended to describe the general nature and level of work being performed by employees in this classification. A position may not be assigned all the duties listed and the listed examples do not include all the duties that may be assigned.

Minimum Education/Skills/Experience/Training Required to be Considered for Employment:

• Graduation from High School or GED. Associates Degree Preferred.

• Call center experience preferred.

• Demonstrated broad experience in multi-case types in court system required.

• Two years providing customer service and/or clerical work and/or office administration required.

• Two years’ experience responding to customer inquiries using various software and databases required.

• Two years supervisory experience in an office or call center setting required.

Skills/Experience/Training Required to Adequately Perform Job Duties:

• Knowledge of court and basic office procedures.

• Knowledge of the organization, functions and operations of the Judicial Branch.

• Ability to train employees and to plan, assign, and supervise the work of a small number of subordinate employees in an effective and positive manner.

• Ability to complete work with attention to detail and to perform data entry rapidly with accuracy.

• Ability to perform basic mathematical functions.

• Experience in the use of spreadsheets, word-processing, and database software.

• Ability to interact effectively with the public, supervisors, court staff, co-workers, and attorneys in a variety of situations and circumstances.

• Excellent customer service skills with demonstrated oral and written communication skills.

• Ability to understand and follow oral and written instructions.

• Ability to understand and follow administrative and clerical procedures governing clerks’ offices.

• Ability to understand court procedures, legal documents, laws, and legal factors pertaining to the court system.

• Ability to remain calm under stressful situations.

• Ability to maintain confidentiality of sensitive Judicial Branch information.

Physical and Mental Demands: (included but are not limited to)

Physical and mental ability to perform tasks in an office or courtroom environment requiring frequent and/or sustained periods of standing, sitting, walking; bending; reaching above or below desk level. May require ability to lift or move up to 20 pounds. Hearing ability sufficient to communicate efficiently and effectively with public and court staff. Vision, dexterity, coordination and cognitive ability sufficient to use telephone, keyboard, computer and other office systems and equipment efficiently. Cognitive, intellectual and mental ability to concentrate on details and/or perform more than one complex task at a time and to handle diverse pressures related to requests and needs of those using court system services. Cognitive and mental ability to direct and manage personnel and to work and communicate effectively with supervisors and co-workers.

* External and internal applicants, as well as position incumbents who become disabled as defined under the Americans With Disabilities Act, must be able to perform the essential job functions either unaided or with the assistance of a reasonable accommodation, to be determined based on individual assessment.

Salary Information

• Grade 12; $22.25 - $28.99 per hour

Full time. Generous fringe benefits. These include: a defined benefit pension plan; paid life insurance; health, dental and vision plans; flexible spending arrangements; paid holidays, vacation and sick leave; employee assistance program; tuition reimbursement; child and elder care reimbursement; gym reimbursement program; and 457(b) deferred compensation plan.

This posting will remain open until February 20, 2023. Cover letter, resume, and on-line application required. 

Please note only on-line applications will be accepted: https://www.courts.maine.gov/about/jobs.html 

The Judicial Branch is an EEO/AA employer.

Job Type: Full-time

Pay: $22.25 - $28.99 per year