Job Description

9th Circuit Court - Nashua, NH (#24-107)

**INSTRUCTIONS TO APPLY**

Step 1: Complete the PDF application on the Website

Step 2: E-mail application to: [email protected] OR fax application to: (603) 513-5454 OR mail application to: Administrative Office of the Courts Human Resources Department One Granite Place, Suite N400 Concord, NH 03301

Your application may not be considered without a position number listed at the top.

E-FILING CUSTOMER SERVICE COORDINATOR – 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 professional, administrative, clerical and customer relations work in the New Hampshire Court System. Work involves assisting court customers with e-Filing for all current e-File case types in the Circuit Court.

This position’s work will consist of assisting court customers in-person, on the telephone, or through other reasonable means to successfully complete the required court documents and to seek understanding of the judicial branch e-Filing process.

The E-Filing Customer Service Coordinator must maintain a solid understanding and working knowledge of the various statutes, administrative policies, rules, and procedures relating to Court operations.

The person in this position must utilize excellent communication skills and maintain effective and cooperative working relationships with members of the legal profession, staff (including those on-site and off-site) judicial personnel and the general public.

Individuals in this position may be required to travel during the regular course of business.

ESSENTIAL FUNCTIONS: CUSTOMER SERVICE

• Assists members of the public in-person or one the phone 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; makes recommendations for kiosk improvements statewide.
• 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 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, offer technical solutions, and work with court personnel and vendors as appropriate.
• Navigates effectively the Judicial Branch website and forms to assist customers.
• 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.
• Collaborates with the central Electronic Filing Center and Electronic Estates Filing Center to identify issues and generate solutions.
• 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.
• Performs other duties as assigned.

DESIRABLE EDUCATION AND EXPERIENCE

Bachelor’s degree, with at least five years’ experience in a judicial setting, preferably in Circuit Court case processing, including demonstrated customer service experience.

KNOWLEDGE, SKILLS, AND ABILITIES

• Thorough knowledge of court procedures, policies, legal documents, court organization, operations and functions is required.
• Knowledge of different court case types.
• Knowledge of NH Judicial Branch computer applications and telephone software preferred.
• 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.
• Bi-lingual skills beneficial.

SPECIAL REQUIREMENTS

Must successfully pass a criminal records check.

The NH Judicial Branch is an Equal Opportunity Employer

Job Type: Full-time

Pay: $41,886.00 - $61,367.80 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Ability to Commute:

• Nashua, NH 03060 (Required)

Work Location: In person

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