COURT CUSTOMER SERVICE COORDINATOR

**THIS POSTING MAY BE USED TO FILL MULTIPLE POSITIONS**
 

The Superior Court of Fulton County Georgia (“Court”) has an exciting opportunity for an experienced Court Customer Service Coordinator.

Superior Court is Georgia's busiest trial court of general jurisdiction.  The Court seeks to provide a forum in which legal disputes between citizens can be resolved in a fair and efficient process with attention to equal access, impartiality, efficiency, and safety.  After joining the Court, you will become part of a fast-paced team dedicated to providing the citizens of Fulton County with the service they deserve.

Job Summary:
Assists customers with all aspects of and inquiries regarding court services and programs.

Essential Duties:
Greets visitors and answers incoming telephone calls. Provides routine assistance; refers callers to other staff members as appropriate; forwards calls to appropriate departments; and takes and/or returns messages.

Provides information/assistance regarding court services, activities, procedures, forms, fees, or other issues; responds to routine questions, complaints, or requests for service.

Maintains accurate county and court information and directory database. Compiles and tracks data for department reports including call volume, call handling, and customer feedback; inputs data; runs reports; and maintains computerized and/or hardcopy records.

Processes a variety of documentation associated with department/division operations, within designated timeframes and per established procedures; reviews, completes, processes, forwards or retains as appropriate; prepares or completes various forms, reports, correspondence, and other documentation, including agent call summaries, orientation forms and performance appraisals; compiles data for further processing or for use in preparation of department reports; and maintains computerized and/or hardcopy records.

Uses various equipment and supplies in order to complete work assignments, including a telephone: operates a personal computer to enter, retrieve, review or modify data, utilizing word processing, spreadsheet, database, e-mail, or other software; and operates general office or other equipment as necessary to complete essential functions.

Communicates with supervisor, subordinates, county employees, and the public and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems.

Qualifications:

Knowledge, Skills, and Abilities:

Requires knowledge of rules, regulations, policies, and procedures governing area of assignment. Theories and principles of basic mathematics.  Billing, payroll, and/or procurement practices. Principles and practices of filing and basic records management. General office practices, procedures, equipment, and technology.

Requires skill in delivering high quality, customer-focused service. Scheduling meetings, appointments, and special events. Creating and maintaining specialized filing systems and records. Using spreadsheet, database, word processing, presentation, and other software to Gather, organize, and presenting information. Building sustainable working relationships with other County personnel, officials, and the public. Communicating effectively with coworkers, supervisor, and the public. Generating enthusiasm and support for program objectives.

Education and Experience:

High School diploma or GED (Associate's degree in business or public administration, business education, or related field is preferred) and three or more years of customer service and/or administrative office support experience; or an equivalent combination of education and experience.

Preferred Qualifications:

• Associate's Degree
• Five (5) years of high-stress customer service
• Court Software proficient
• Court Setting experience
• Strong Communication skills
• Ability to learn and utilize court case-management systems, electronic filing systems, Microsoft Office applications, Outlook, Teams, Zoom, and other technology used by the Court.
• Ability to maintain confidentiality and appropriately handle sensitive information.
• Dependability, adaptability, and flexibility to meet Court needs.

Licensing Requirements:
May require a valid Georgia driver’s license.

Physical Requirements:

Work is typically performed in an office-like environment. May work in high conflict situations and with difficult, sometimes dangerous parties.  Positions in this class typically require stooping, kneeling, crouching, reaching, sitting, standing, mobility, fingering, grasping, driving, talking, hearing, seeing, and repetitive physical motions.

Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Performance Metrics:
Factor 1: Decision-Making

Operational: In carrying out the process, there is a choice as to what and how operations will be completed.

Factor 2: Complexity

Patterned: Studies information to determine what it means and how it fits together in order to get practical solutions.

Factor 3: Purpose of Contact

Collect/Exchange Information: Purpose is to exchange or collect information. Involves relaying learned information that the receiver can readily understand in order to solve factual problems, errors, or complaints.

Factor 4: Line/Staff Authority

Individual Contributor: No supervisory accountability.

 

This job description indicates, in general, the nature and level of work, knowledge, skills, abilities, and other essential functions (as covered under the Americans with Disabilities Act) expected of the incumbent. It is not designed to cover or contain a comprehensive listing of all activities, duties, or responsibilities. Incumbent may be asked to perform other duties as required.

Superior Court of Fulton County is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the County will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer. Applicants may request a copy of the County’s EEOP Utilization Report by contacting Superior Court Human Resources at sca.hr@fultoncountyga.gov.