Client Services Representative

Job Title

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.

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. 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.

Essential Abilities for All St. Clair County Job Classifications:

• 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.

Conditions of Employment:

• 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.

Physical Requirements and Working Conditions:

• 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.

Disclaimer: The statements contained in this job description are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not to be construed as an exhaustive list of all job requirements or duties performed. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

An Equal Employment Opportunity Employer: It is the policy of St. Clair County not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, marital status, disability that does not prevent performing essential job functions or because he or she is a protected veteran.