INFORMATION CENTER REPRESENTATIVE I

State of New Hampshire Job Posting

Judicial Branch

Trial Court Information Center

Concord, NH

Information Center Representative I

Labor Grade: 14

Salary Range Steps 1-5: $36,309.00-$43,758.00

Position # CT1000003914

ASAP # 3914/26-062

The State of New Hampshire, Judicial Branch, Trial Court Information Center, has a full-time vacancy for Information Center Representative I. This position is assigned to a 9-step pay scale. Hiring typically occurs within steps 1-5, depending on education and experience.

Summary: 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 I must acquire 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 I must understand the impact of attitude in handling calls professionally and must effectively deal with distressed callers. 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 II position by the training and coaching responsibilities of the amount of court experience possessed, and the amount of knowledge of court policies, rules, procedures and forms.

Minimum Qualifications

Education and Experience: High School diploma, with Information Center or customer service experience.

Knowledge, Skills, 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 be able to express ideas clearly and concisely, both orally and in writing.

Must be proficient in the use of computers, web-based systems, 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 Information 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.

Other Requirements:

Successful completion of a background check, including a criminal records check.

Responsibilities:

Supports and provides superior telephone service by responding to questions directed to the Information Center.

Works collaboratively with other Information 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 c ourts 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.

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.

Disclaimer Statement:

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Employees may be requested to perform tasks other than those specifically presented in this description.

Compensation & Benefit Information: Compensation & Benefits | State of New Hampshire Agency Website

For further information please contact Jennifer Zdon, Human Resources at Jzdon@courts.state.nh.us.

EOE

TDD Access: Relay NH 1-800-735-2964