Information Center Specialist (#25-20)

**INSTRUCTIONS TO APPLY**

Step 1: Complete the PDF application on the Website https://www.courts.state.nh.us/forms/nhjb-2099-dfps.pdf

Step 2: E-mail application to: applications@courts.state.nh.us OR fax application to: (603) 513-5454 OR mail application to: Administrative Office of the Courts Human Resources Department One Granite Place, Suite N400 Concord, NH 03301

Your application may not be considered without a position number listed at the top.

INFORMATION CENTER SPECIALIST

This is experienced, administrative, telephone and computer-based work in the New Hampshire Court System. Work involves providing answers to general and specific case related questions for all case types in Circuit Court and Superior Court, including questions on e-Filing to self-represented parties, attorneys and others. The Specialist assists callers via telephone and electronic means. The Specialist also serves in a leadership role when training and coaching other Information Center Representatives.

The normal work day for Judicial Branch employees shall consist of 7.5 hours per day with work normally performed between the hours of 7:30 a.m. to 5:00 p.m. Monday through Friday; however, the normal work day may be adjusted based on the needs of the court location.

The Information Specialist must possess a working knowledge of court processes, all court case types, administrative policies, Odyssey case management data entry, rules, and procedures related to court operations. Must handle calls professionally and effectively with distressed callers. Must maintain effective and cooperative working relationships with members of the legal profession, social service agency personnel, court personnel and the general public. Requires accurate data entry for call follow-up. May be required to travel to other locations as necessary. Individuals in this position are subject to transfer or reassignment at the discretion of the Administrative Judge. May perform other centralized clerical functions as needed.

This position is distinguished from the Information Center Representative II by the depth of court experience possessed and by the amount of knowledge of court policies, rules, procedures and forms, particularly with regard to the Circuit Court District Division.

REPORTING LINES

Reports to the Information Center Manager and has no direct supervisory responsibilities; however, this position will assist the Information Center Manager with the training and coaching of several Information Center Representative I’s and II’s.

EXAMPLES OF WORK PERFORMED

• Serves as the subject matter expert for development of information center curricula, materials/manuals, and trainings for employees, and informational materials for the public; serves as a resource for questions pertaining to cases in the Circuit and Superior courts.
• Works closely with the Information Center Manager, Circuit Court and Superior Court Administrators, and Court Service Representatives to maintain skills in and knowledge of Circuit and Superior court case types and case processing expectations.
• Provides superior service responding to questions directed to the Information Center.
• Works collaboratively with other Information Center personnel to resolve caller inquiries.
• Works collaboratively with court staff to clarify information and provide information to callers.
• Maintains confidentiality related to cases and parties.
• Identifies and responds to priority issues raised by callers.
• Uses questioning and listening skills that support effective telephone communication.
• Builds positive rapport with all different types of callers.
• Processes calls efficiently and respectfully within the required timeframes.
• Identifies calls requiring further information and facilitates transfer to local courts; accurately summarizes caller inquiries for the local court staff.
• Recognizes and documents trends in calls.
• Maintains professional knowledge and stays current on forms and court procedures.
• Performs various tasks and related duties, as needed, to meet goals of excellent customer service.
• Identifies and addresses local court data entry inconsistencies that impact accuracy and availability of information.
• Trains and coaches new and existing Information Center Representatives and court employees as requested.
• Enters data for call follow-up purposes.
• May respond to court user inquiries via telephone, email, fax, regular mail, or other means of communication.
• May perform other centralized clerical functions as needed.
• Exercises good judgment in the performance of duties.
• Performs other duties as assigned.

DESIRABLE EDUCATION AND EXPERIENCE

Bachelor’s degree and one to three years’ experience in court case processing, or high school diploma or equivalent, with five to seven years’ experience in court case processing or any equivalent combination of education and experience which provides the following:

KNOWLEDGE, SKILLS, AND ABILITIES

• Circuit and Superior court case processing experience.
• Excellent interpersonal, listening and customer service skills that support effective telephone communication.
• Excellent problem analysis and problem solving skills.
• Thorough knowledge of court procedures, policies, court organization, operations and functions in the Circuit and Superior courts
• Ability to train/assist other Information Center Representatives in issues pertaining to Circuit and Superior courts; effective training and presentation skills with the ability to deliver information in a dynamic and understandable manner
• Ability to prepare Information Center training materials and public information materials related to Circuit and Superior courts.
• Ability to express ideas clearly and concisely, both orally and in writing.
• Ability to deal effectively with court users, sometimes in difficult situations.
• Proficient in the use of the Odyssey case management system, and with accessing and directing callers to information as needed from internet websites.
• Proficient in the use of computers and web-based systems, and with accessing and directing callers to information available on websites.
• Excellent organizational skills, including the ability to prioritize tasks and meet deadlines.
• Flexibility in scheduled shifts as Information Center workload requirements change.
• Ability to effectively handle telephone tasks such as call transfers, call backs, hold, interruptions and unintentional disconnects.
• Bi-lingual skills are beneficial.

The NH Judicial Branch is an Equal Opportunity Employer

Job Type: Full-time

Pay: $43,934.80 - $64,389.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Work Location: In person

Salary : $43,935 - $64,389