Client Services Representative

POSITION SUMMARY

This part-time position offers a schedule with set hours that are designed to be easy to manage and allows for a great work-life balance. While the schedule is fixed, it provides a great opportunity for those seeking consistent, part-time work, scheduled to work two and a half days a week.

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.
• Monitors the lobby/reception area including opening and closing daily.
• Handles incoming court official and attorney phone calls and directs to appropriate staff.
• 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.
• Monitors 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.
• Receives incoming mail, faxes and e-mails.
• Opens, sorts and time stamps documentation received. Removes all staples and paperclips before sending off for scanning.
• 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. Requires 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.
• Other duties as assigned.

• 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. The court at its discretion may consider an alternative combination of formal education and work experience.
• Writing, reading, mathematical principles; proficient computer skills-Microsoft Office Suite, Outlook; exercise sound judgment and decision making in accordance with policies and procedures; ability to research and problem solve independently; knowledge of County operations and functions; ability to prioritize and time manage; handle stressful situations, provide effective and friendly customer service; support the County's mission and values; ability to think critically where necessary.
• Knowledge or understanding of basic administrative tasks: operate standard office equipment; document management; prepare and maintain records, various correspondences and reports; answer general inquiries and refer as necessary; answer telephone calls, process mail, order supplies/equipment; prepare meeting agendas, attend meetings, record/transcribe/distribute minutes; entering, transcribing, recording, storing or maintaining information in written or electronic form with speed and accuracy; maintain calendars, arrange meetings, schedule rooms and equipment as necessary.
• Ability to communicate effectively and efficiently with management, co-workers and clients; obtain and communicate accurate information; apply common sense understanding to complex instructions and respond accordingly; communicate complex ideas through graphs, charts, presentations, reports or other professional correspondence.

• 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. Proficiency may be tested.

• Prior to starting employment, the candidate must complete a satisfactory background check. The background check is understood to encompass all forms of pre-employment screening, including but not limited to: drug screen, physical, criminal background, driving record, sex offender registry, education, training and licensing verification, employment history, credit check, and professional and personal references.
• Must possess a valid State of Michigan operator license and maintain this license throughout employment in this position.

• Speak to others to convey information effectively.
• Read, interpret and understand procedures, rules, technical information, instructions and manuals.
• Hear and understand information presented through spoken words and sentences.
• Specific vision requirement includes close vision, distance vision, color and depth perception.
• Use hands to operate a computer, handle materials and operate equipment.
• Push or pull carts, reach with hands and arms forward, above and below shoulder level.
• Lift, move or carry objects, equipment and supplies weighing up to 25 pounds.
• Sit, bend, stoop, crouch, crawl and kneel in an ergonomically correct manner.
• Stand and walk, climb stairs.
• Normal office hours are from 8:00 a.m. through 4:30 p.m.
• Generally works in a normal office environment.
• The noise level in the work environment is moderate with many interruptions.