Information Center Representative II NH Judicial Branch (#23-104)
New Hampshire Judicial Branch New Hampshire Judicial Branch Concord, NH Concord, NH Full-time Full-time $38,181 - $55,985 a year $38,181 - $55,985 a year 2 days ago 2 days ago 2 days ago Information Center Representative II - Circuit Court Information Center, Concord, NH (Position #23-104) Multiple positions are available.
Applications are required.
You may not be considered without our NH Judicial Branch application.
INFORMATION CENTER REPRESENTATIVE II - Regular, full-time position working in the New Hampshire Court System, subject to the sufficient and continued funding of the Judicial Branch by the Legislature.
DEFINITION OF WORK This is experienced, administrative, telephone and computer-based work in the New Hampshire Court System.
Work involves providing answers to general and specific case related questions to self-represented parties, attorneys and others.
The Representative will assist callers by telephone and possibly by electronic means.
The Information Center Representative II must possess and maintain an understanding and working knowledge of court process regarding case types and administrative policies, Odyssey case management data entry, and rules and procedures related to court operations.
The ICR II must understand the impact of attitude in handling calls professionally and must effectively deal with distressed callers.
The ICR II plays a key role in training and coaching Information Center Representatives.
The person in this position must maintain effective and cooperative working relationships with members of the legal profession, social service agency personnel, court personnel and the general public.
This position requires accurate clerical data entry for call follow-up recording purposes and may require performance of other centralized clerical functions as needed.
Individuals in this position may be required to travel to other locations as a necessary requirement of the position.
Individuals in this position are subject to transfer or reassignment.
This position is distinguished from the Information Center Representative I position by the training and coaching responsibilities, the amount of court experience possessed, and the amount of knowledge of court policies, rules, procedures and forms.
REPORTING LINES The Information Center Representative reports to the Information Center Manager and has no employees under his/her direct supervision.
ESSENTIAL FUNCTIONS (EXAMPLES OF WORK PERFORMED) (Any one position may not include all of the duties listed, nor do the examples cover all the duties which may be performed.
) Supports and provides superior telephone service by responding to questions directed to the call center.
Works collaboratively with other call center personnel to resolve caller inquiries.
Works collaboratively with court staff to clarify information and provide information to callers.
Maintains confidentiality related to cases and parties.
Identifies and responds to priority issues raised by callers.
Uses questioning and listening skills that support effective telephone communication.
Applies elements of building positive rapport with different types of callers.
Incorporates appropriate voice skills to enhance positive telephone dialogue.
Processes calls efficiently and respectfully and in keeping with the required timeframes.
Effectively identifies calls requiring further information and facilitates transfer to local courts by accurately summarizing callers' inquiries for the local court staff.
Recognizes and documents trends in calls.
Maintains professional knowledge and stays current on changing forms and court procedures.
Performs various tasks and related duties, as needed, to meet goals of excellent customer service.
Identifies local court data entry consistencies and inconsistencies which impact availability of accurate and timely information for callers.
Trains and coaches' new Information Center Representatives and new court employees as requested.
Enters data for call follow-up recording purposes Potentially sends written correspondence via email, fax, regular mail or other forms of communication to court users in response to inquiries.
Position may require performance of other centralized clerical functions as needed.
Exercises good judgment in the performance of duties.
Performs other duties as assigned.
DESIRABLE EDUCATION AND EXPERIENCE High School diploma, with five years' experience in court case processing; or any equivalent combination of education and experience which provides the following knowledge, abilities and skills:
KNOWLEDGE, EXPERIENCE, AND ABILITIES Must have excellent interpersonal, listening and customer service skills that support effective telephone communication.
Must have excellent problem analysis and problem solving skills.
Must possess thorough knowledge of court procedures, policies, court organization, operations and functions.
Must be able to express ideas clearly and concisely, both orally and in writing.
Experience dealing effectively with court users, sometimes in difficult situations, is required.
Must be proficient in the use of the Odyssey case management system, and with accessing and directing callers to information as needed from internet websites.
Must have excellent organizational skills with the ability to prioritize and meet deadlines effectively.
Must display time flexibility towards shifts as call center workload requirements change.
Must use an effective approach in handling telephone tasks such as call transfers, call backs, hold, interruptions and unintentional disconnects.
Bi-lingual skills are beneficial.
SPECIAL REQUIREMENTS Must successfully pass a criminal record check.
DISCLAIMER STATEMENT This position description represents general duties and is not intended to list every specific function of this position.
APPLICATION DEADLINE:
Open until filled IF YOU ARE INTERESTED IN APPLYING FOR THE POSITION ABOVE Step 1:
Print application from the HR Job Postings page on the website https:
//www.
courts.
nh.
gov/sites/g/files/ehbemt471/files/documents/2021-04/nhjb-2099-dfps.
pdf (Applications are required.
Resumes may be submitted to supplement the Application, and should be sent in the same fashion as described in step 2.
) Step 2:
Fax application to:
(603) 513-5454 or mail application to:
Administrative Office of the Courts, One Granite Place, Suite N400, Concord, NH 03301 The NH Judicial Branch is an Equal Opportunity Employer.
Job Type:
Full-time Pay:
$38,181.
00 - $55,985.
00 per year
Benefits:
Dental insurance Health insurance Paid time off Vision insurance Shift:
8 hour shift Weekly day range:
Monday to Friday Work setting:
Hybrid remote Work Location:
Hybrid remote in Concord, NH 03301.
Estimated Salary: $20 to $28 per hour based on qualifications.
Applications are required.
You may not be considered without our NH Judicial Branch application.
INFORMATION CENTER REPRESENTATIVE II - Regular, full-time position working in the New Hampshire Court System, subject to the sufficient and continued funding of the Judicial Branch by the Legislature.
DEFINITION OF WORK This is experienced, administrative, telephone and computer-based work in the New Hampshire Court System.
Work involves providing answers to general and specific case related questions to self-represented parties, attorneys and others.
The Representative will assist callers by telephone and possibly by electronic means.
The Information Center Representative II must possess and maintain an understanding and working knowledge of court process regarding case types and administrative policies, Odyssey case management data entry, and rules and procedures related to court operations.
The ICR II must understand the impact of attitude in handling calls professionally and must effectively deal with distressed callers.
The ICR II plays a key role in training and coaching Information Center Representatives.
The person in this position must maintain effective and cooperative working relationships with members of the legal profession, social service agency personnel, court personnel and the general public.
This position requires accurate clerical data entry for call follow-up recording purposes and may require performance of other centralized clerical functions as needed.
Individuals in this position may be required to travel to other locations as a necessary requirement of the position.
Individuals in this position are subject to transfer or reassignment.
This position is distinguished from the Information Center Representative I position by the training and coaching responsibilities, the amount of court experience possessed, and the amount of knowledge of court policies, rules, procedures and forms.
REPORTING LINES The Information Center Representative reports to the Information Center Manager and has no employees under his/her direct supervision.
ESSENTIAL FUNCTIONS (EXAMPLES OF WORK PERFORMED) (Any one position may not include all of the duties listed, nor do the examples cover all the duties which may be performed.
) Supports and provides superior telephone service by responding to questions directed to the call center.
Works collaboratively with other call center personnel to resolve caller inquiries.
Works collaboratively with court staff to clarify information and provide information to callers.
Maintains confidentiality related to cases and parties.
Identifies and responds to priority issues raised by callers.
Uses questioning and listening skills that support effective telephone communication.
Applies elements of building positive rapport with different types of callers.
Incorporates appropriate voice skills to enhance positive telephone dialogue.
Processes calls efficiently and respectfully and in keeping with the required timeframes.
Effectively identifies calls requiring further information and facilitates transfer to local courts by accurately summarizing callers' inquiries for the local court staff.
Recognizes and documents trends in calls.
Maintains professional knowledge and stays current on changing forms and court procedures.
Performs various tasks and related duties, as needed, to meet goals of excellent customer service.
Identifies local court data entry consistencies and inconsistencies which impact availability of accurate and timely information for callers.
Trains and coaches' new Information Center Representatives and new court employees as requested.
Enters data for call follow-up recording purposes Potentially sends written correspondence via email, fax, regular mail or other forms of communication to court users in response to inquiries.
Position may require performance of other centralized clerical functions as needed.
Exercises good judgment in the performance of duties.
Performs other duties as assigned.
DESIRABLE EDUCATION AND EXPERIENCE High School diploma, with five years' experience in court case processing; or any equivalent combination of education and experience which provides the following knowledge, abilities and skills:
KNOWLEDGE, EXPERIENCE, AND ABILITIES Must have excellent interpersonal, listening and customer service skills that support effective telephone communication.
Must have excellent problem analysis and problem solving skills.
Must possess thorough knowledge of court procedures, policies, court organization, operations and functions.
Must be able to express ideas clearly and concisely, both orally and in writing.
Experience dealing effectively with court users, sometimes in difficult situations, is required.
Must be proficient in the use of the Odyssey case management system, and with accessing and directing callers to information as needed from internet websites.
Must have excellent organizational skills with the ability to prioritize and meet deadlines effectively.
Must display time flexibility towards shifts as call center workload requirements change.
Must use an effective approach in handling telephone tasks such as call transfers, call backs, hold, interruptions and unintentional disconnects.
Bi-lingual skills are beneficial.
SPECIAL REQUIREMENTS Must successfully pass a criminal record check.
DISCLAIMER STATEMENT This position description represents general duties and is not intended to list every specific function of this position.
APPLICATION DEADLINE:
Open until filled IF YOU ARE INTERESTED IN APPLYING FOR THE POSITION ABOVE Step 1:
Print application from the HR Job Postings page on the website https:
//www.
courts.
nh.
gov/sites/g/files/ehbemt471/files/documents/2021-04/nhjb-2099-dfps.
pdf (Applications are required.
Resumes may be submitted to supplement the Application, and should be sent in the same fashion as described in step 2.
) Step 2:
Fax application to:
(603) 513-5454 or mail application to:
Administrative Office of the Courts, One Granite Place, Suite N400, Concord, NH 03301 The NH Judicial Branch is an Equal Opportunity Employer.
Job Type:
Full-time Pay:
$38,181.
00 - $55,985.
00 per year
Benefits:
Dental insurance Health insurance Paid time off Vision insurance Shift:
8 hour shift Weekly day range:
Monday to Friday Work setting:
Hybrid remote Work Location:
Hybrid remote in Concord, NH 03301.
Estimated Salary: $20 to $28 per hour based on qualifications.
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