Client/Customer Support Rep

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. Monitors the lobby/reception area including opening and closing daily.

Handles incoming court official and attorney phone calls and directs to appropriate staff.

Monitors in person client services and directs them to appropriate staff or department for assistance.

Deals with emotional and angry clients on the telephone and in the lobby.

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.

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.

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.

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.

SUPERVISION RECEIVED: Works under the general supervision of the Friend of the Court and direct supervision of the Systems Coordinator/Support Staff Supervisor.

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; knowledge of County operations and functions; handle stressful situations, provide effective and friendly customer service; support the County's mission and values; Knowledge or understanding of basic administrative tasks: operate standard office equipment; document management; answer telephone calls, process mail, order supplies/equipment; maintain calendars, arrange meetings, schedule rooms and equipment as necessary.

Ability to read, write & communicate in English; follow written and verbal instruction and understand basic mathematics and figure checking.

Ability to use discretion and maintain sensitive and confidential information.

Ability to work under supervision, receiving instructions/feedback, coaching/counseling and/or action/discipline.

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. 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.

Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions. Use hands to operate a computer, handle materials and operate equipment.

Lift, move or carry objects, equipment and supplies weighing up to 25 pounds.

Normal office hours are from 8:00 a.m. Generally works in a normal office environment.

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