Friend of the Court Lead Customer Service Specialist

SUMMARY:
The Friend of the Court (FOC) Lead Customer Service Specialist provides direct customer service for paternity, support, custody, and parenting time cases, ensuring timely and accurate responses to public inquiries.  Responsibilities include resolving issues, processing case actions, and maintaining compliance with all relevant regulations, while providing quality and timely service to the public and judiciary.  This role involves resolving complex inquiries and acting as a lead for the customer service team.  This position reports to the FOC Specialist Supervisor.

ESSENTIAL FUNCTIONS:
•    Customer Interaction: Respond to inquiries via multiple channels in a courteous, discrete, and professional manner.
•    Case Resolution: Research and resolve customer issues, ensuring compliance with court procedures and regulations. 
•    Information Dissemination: Clearly and accurately communicate court procedures, policies, and information to customers in a way that they can easily understand.
•    Customer Feedback: Collect and share customer feedback for service improvement.
•    Data Management: Accurately verify, record, update, and maintain case information in the child support enforcement system, case management system, and other court databases.
•    Case Processing: Initiate establishment, modification, and enforcement actions, and ensure completion thereof. 
•    Knowledge Maintenance: Maintain up-to-date knowledge of court processes, procedures, policies, and laws.
•    Problem Identification and Escalation: Identify common problems, escalate to management, and suggest possible solutions and/or improvements.
•    Data Reporting: Maintain statistical data.
•    Compliance: Adhere to all relevant policies, procedures, and regulations.
•    Genetic Testing: Collect genetic test samples and process accompanying documentation.
•    Lead Work: Assign work and monitor progress; train staff and assist in drafting and maintenance of departmental manuals; represent the court on local, state, and federal workgroups, as assigned
•    May perform any duty of an equivalent or lower classification in the bargaining unit.
•    Performs other duties as assigned.

QUALIFICATIONS, LICENSES and CERTIFICATIONS:
•    Bachelor's degree in a relevant field, preferably in social work, sociology, psychology, legal studies, or a related field or experience commensurate with the job that demonstrates the required skills and competencies which may be considered in lieu of a Bachelor degree [equivalent experience in case management, investigative, or dispute resolution in a legal, social service, or high-impact/ high volume customer service work environment]. 
•    Two (2) years of successful experience as a FOC Customer Service Specialist OR two (2) years of successful experience within the last two (2) years as a Domestic Relations Specialist or Information Specialist II or combination of the two working a lead role on the FOC Customer Service Window.
•    Comparable experience with another court will be considered.
•    Proficiency in Microsoft Office/Google Suite and relevant court systems.
•    If an employee drives on behalf of the Court, the employee must possess and maintain a valid Michigan driver’s license, no fault insurance and access to a vehicle to use in the performance of assigned duties.

KNOWLEDGE, SKILLS, and ABILITIES:
•    Strong investigative, analytical, and problem-solving skills.
•    Ability to learn, retain, expand, and apply knowledge of Court policies and procedures.
•    Ability to prioritize tasks, adapt to changing priorities, meet deadlines, and remain calm in high stress situations
•    Ability to independently and efficiently produce quality work in a high-volume, deadline driven environment.
•    Ability to actively anticipate, identify, and resolve issues.
•    Ability to understand and carry out instructions and request clarification when needed. 
•    Ability to maintain confidentiality, exercise sound judgement, and handle sensitive information with discretion.
•    Ability to collaborate effectively with colleagues, fostering a positive work environment, and demonstrating leadership qualities.
•    Excellent customer service, interpersonal, and communication skills. 
•    Ability to operate office equipment, including computers, copiers, software and other technology. 
•    Cultural competency and ability to work with diverse populations.

ADDITIONAL REQUIREMENTS:
•    Successful completion of criminal and IV-D background check, fingerprinting and rechecks.
•    Applicants must be legally authorized to work in the U.S.
•    May be assigned to alternate work locations and/or training sites and will be responsible for transportation to those locations. 

PHYSICAL REQUIREMENTS:
•    Must be able to lift 25 lbs.

The above statements describe the general nature and level of work performed by employees assigned to the title.  Incumbents may be required to perform job-related responsibilities and tasks other than those stated in this description.  Specific job duties vary from position to position.

Grant funded positions are contingent on availability of grant funding and may be terminated should funding substantially reduce or cease. The affected employee may be considered as a candidate for other vacant positions within the Court for which they are qualified.