Customer Service Specialist

1 month ago

Tampa, United States Hillsborough County Clerk of Courts Full time
Job Description

JOB SUMMARY

Performs advanced administrative and clerical duties related to consistently processing and maintaining legal court records including customer service, courtroom, and cashiering duties for several court types.

STARTING SALARY: $18.78 hourly/ $39,056 annually

CORE COMPETENCIES
  • Customer Commitment - Proactively seeks to understand the needs of our customers and provide the highest standards of service
  • Dedication to Professionalism and Integrity - Demonstrates and promotes fair, honest, professional and ethical behaviors that establishes trust throughout the organization and with the public we serve
  • Organizational Excellence - Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations
  • Success through Teamwork - Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals
JOB SPECIFIC COMPETENCIES
  • Knowledge of general office policies, procedures and practices.
  • Knowledge of English grammar and spelling, and arithmetic.
  • Knowledge of the court system, legal terminology, and organizational skills, as well as the ability to perform a variety of administrative duties.
  • Knowledge of counterfeit bill detection procedures.
  • Ability to demonstrate proficiency at interpreting statutes, rules, Administrative Orders, and requirements related to several court types.
  • Ability to work under stressful conditions including contact with individuals involved in emotional and traumatic situations.
  • Ability to work under pressure with specific timelines and mandated state and/or agency standards.
  • Ability to work independently in the absence of supervision.
  • Ability to exercise a high degree of judgment, tact, and diplomacy.
  • Ability to use various computer systems, software, and office equipment.
  • Ability to exercise excellent communication skills, both oral and written.
  • Ability to perform accurate computations and verifications of data.
  • Ability to handle restricted, sensitive, and confidential information.
  • Ability to support the departments/agency's goals and visions.
  • Ability to work prolonged hours when required.
  • Ability to establish and maintain effective working relations with government officials, other employees, and the public.
REPRESENTATIVE DUTIES

Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below. Initiates, processes, and maintains a complete and accurate record, using the case management system and established division procedures; maintaining confidentiality of information learned or acquired as part of position.
  • Initiates, processes, and maintains a complete and accurate record, using the case management system and established division procedures; maintaining confidentiality of information learned or acquired as part of position.
  • Provide courteous and efficient service to all in person, email and phone customers; is approachable, helpful and personable; and answers questions knowledgeably and with patience.
  • Learns and gains proficiency with and adheres to statutes, rules, Administrative Orders, and requirements.
  • Participates in cross training initiatives to acquire knowledge and skill sets to support efficient functioning of multiple court types.
  • Responsible for training co-workers on multiple court types.
  • Process court dockets, administers oaths, process orders, and perform other duties as required for adherence to court procedures for multiple court types.
  • Acts as cashier in multiple systems and processes payments including cash, money orders, credit cards, checks such as personal, business, or government checks more than 50% of the time.
  • Performs daily reconciliation.
  • Audits account and performs quality control of court records.
  • Receives and reviews incoming documents for conformity with appropriate rules, practices, and court requirements
  • Process new cases and subsequent pleadings. Reviews for proper statutory requirements and financials.
  • Process warrants, summons, subpoenas, and driver's license suspensions according to procedure/instruction.
  • Performs data entry, advanced research and redaction of court records for prolonged periods.
  • Develop standard operating procedures to improve quality of service, productivity and efficiency.
  • Researches, collects, organizes and evaluates information to produce a work product that provides consistent results.
  • Tracks and maintains records and assists in the preparation of statistical and other departmental reports.
  • Participates in special projects when assigned by leadership.
  • May be required to work overtime, weekends and holidays depending on responsibilities and staffing needs.
MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS

Graduation from High School or a GED Certificate, one (1) year of experience in the processing, preparing or reviewing of any type of legal document and one (1) year of cashiering or customer service experience.

PHYSICAL DEMANDS

The work is sedentary and requires exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects; may also require repetitive motion, speaking, and visual acuity.

WORK ENVIRONMENT

Work is performed in a dynamic environment that requires sensitivity and responsiveness to changes that include goals, priorities, and needs of the organization and position.

JOB CLASS

Classified - An employee who is appointed to a full-time classified position (including reduced hour position) and not identified as an unclassified employee. Classified employees obtain appeal rights upon successful completion of their initial probation.

CAREER PATH
  • Customer Service Specialist II
  • Customer Service Specialist III
  • Supervisor
  • Manager
  • Director
  • Sr. Director

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions described herein. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.

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