State of New Hampshire · 3 days ago
CUSTOMER SERVICE COORDINATOR
Nashua, NH
Full-time
Onsite
Mid, Senior Level
$42K/yr - $51K/yr
5+ years expThe State of New Hampshire, Judicial Branch, is seeking an E-Filing Customer Service Coordinator for the 9th Circuit Court E-Filing Center. This role involves assisting court customers with e-Filing processes and maintaining a thorough understanding of court operations and procedures.
Customer ServiceGovernmentService Industry
Responsibilities
Assists members of the public in person who use the e-Filing kiosks, to ensure they are able to successfully complete and file court documents electronically; identifies users’ specific e-Filing needs and level of assistance required
Explains overall court processes relative to the specific e-File case types to users of the e-Filing system; assists with developing informational materials and communications to educate the public about using the e-Filing system
Schedules appointments with users who may need further assistance with e-Filing beyond the walk-in service or phone call
Effectively balances the needs of those customers with an appointment, with those individuals who seek the walk in service, by using sound judgment, effective time management, diplomacy, and exceptional in-person customer relations
Demonstrates superior customer relations and service; exercises sound independent judgment and initiative, while maintaining effective and cooperative working relationships with staff, judicial personnel, members of the legal profession, social service agency personnel who work in the court system, and the general public
Troubleshoots technical issues which users are having with the e-Filing system to diagnose file transmission and other related errors, working with court personnel and vendors as appropriate
Supports and provides superior telephone service by responding to questions directed to e-Filing as part of the Information Center phone queue
Uses questioning and listening skills that support effective communication in-person, and on the telephone
Assists with training initiatives for new and experienced staff for e-filing processes and statewide uniformity in this area of work, where applicable
Assists with testing new and enhanced e-filing functionality and case types, where applicable
Recognizes and documents trends where assistance is most commonly needed with e-Filers, which will be used to assist management in improving the e-Filing service
May perform centralized, advanced level clerical functions as needed
Maintains confidentiality related to cases and parties
Qualification
Required
Bachelor's degree, with at least five years' experience in a judicial setting, preferably in Circuit Court case processing, including demonstrated customer service experience
Thorough knowledge of court procedures, policies, legal documents, court organization, operations and functions is required
Knowledge of different court case types
Excellent interpersonal, listening and customer service skills that support effective communication
Conflict resolution skills with the ability to reach productive outcomes in a positive manner
Demonstrated ability to perform work with considerable latitude while exercising independent judgment
Ability to express ideas clearly and concisely, both orally and in writing
Ability to extensively interact with the public, sometimes in difficult situations
Ability to analyze problems and develop meaningful solutions
Successful completion of a background check, including a criminal records check
Preferred
Knowledge of NH Judicial Branch computer applications and telephone software preferred
Bi-lingual skills beneficial
Company
State of New Hampshire
New Hampshire is a small New England state and is defined by its quaint towns and large expanses of wilderness.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Timothy Whitman
Chief Operating Officer NHH
Stefanie Shea, MSN, RN, PMH-BC, CNL
Chief Quality Improvement and Compliance Officer
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