Court Clerk ; Clerk's Office

PURPOSE OF JOB

The purpose of this position is to provide quality customer care experience for those visiting the court. Incumbents in this position work as part of a team which interacts with various other court teams, the public, judges, and related criminal justice agencies to ensure a positive resolution of customer service issues. Duties include, but are not limited to: proactively obtaining resolutions to visitor concerns;

conducting research and retrieving or files and other legal documents; processing court case information; and identifying and executing opportunities to improve customer experience.

• Answering inquiries from the general public and governmental agencies regarding court procedures, court appearances and case resolution;
• Resolving general and complex customer service issues requiring research using various records and resources;
• Acting as liaison on behalf of visitors with other governmental entities as needed including the Department of Driver Services;
• Entering case information and updating the case management system as necessary;
• Maintaining information files and processing paperwork as necessary;
• Corresponding with the general public and governmental agencies via phone, fax, e-mail as needed;
• Reviewing and distributing mailings related to court cases as well as general mail for the court.

Has strong face-to-face customer service and phone etiquette skills. Is able to work with all types of personalities demonstrating a calm, patient and hospitable demeanor on a daily basis. Is able to communicate in a confident and energetic manner. Is able to display an approachable disposition. Is capable of handling and successfully completing multiple, sometimes conflicting, tasks. Is solution-focused and demonstrates the ability to identify and solve standard problems and refer more complex issues to appropriate staff.

Is able to research and problem-solve using basic internal and external network resources (documentation and internet). Is proficient with basic productivity software, such as the Microsoft Office suite of applications (Word, Excel, and Outlook). Has the ability to establish and maintain constructive working relationships with coworkers as well as representatives of other departments and agencies. Has general knowledge of the procedures and clerical duties as they pertain to the operation of a court.

Has the ability to compile, organize, prepare and maintain an assortment of records, reports and information in an effective manner and according to court operations and regulations. Has good knowledge of the terminology used within the court system. Has the ability to communicate effectively with judges, supervisors, other staff members, the general public and other groups involved in activities associated with court operations and law enforcement.

Has the ability to use independent judgment in routine and non-routine situations. Has the mathematical ability to handle required calculations. Is able to utilize and understand computer applications and techniques as necessary in the completion of daily assignments. Has the ability to plan, organize and prioritize daily assignments and work activities. Is able to comprehend and apply regulations and procedures of the department.

Is capable of working under a minimum degree of stress related to duties that require constant attention to detail and tight deadlines. Has sufficient mobility in order to stand and/or navigate around a building for up to 8 hours per day.

STANDARD REQUIREMENTS:

High school diploma or GED required

One or more years of face-to-face customer care experience, preferably in a high volume hospitality or a judiciary environment; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job. Successful candidates for Bilingual-Spanish language positions must be proficient in both English and an alternative language as identified by the court (e.g.…