Customer Services Supervisor

Salary : $100,008.00 - $131,244.00 Annually
Location : Olympia, WA
Job Type: .REGULAR: Full-Time
Job Number: 2024-19
Division: Court Services Division
Department: CBO-Customer Services (C52A)
Opening Date: 02/26/2024
Closing Date: 3/11/2024 11:59 PM Pacific
Position Profile
Washington Courts Employment Opportunity
Administrative Office of the Courts
Customer Services Supervisor
Customer Services Team
Court Services Division
Our Mission: Advance the efficient and effective operation of the Washington Judicial System.
The Administrative Office of the Courts (AOC) is looking for top-performing employees who embody its core values of integrity, inclusion, accountability, and teamwork. It is committed to both employee growth and work-life balance.
Our diversity and inclusion efforts include embracing different cultures, backgrounds, and perspectives while fostering growth and advancement in the workplace.
POSITION DETAILS
Job #: 2024-19
Status: Regular, Full-Time*
Location: Olympia, Washington
Salary: Range 77: $100,008 - $131,244 per year (DOQ)
Opens: February 26, 2024
Closes: March 11, 2024. Candidates are encouraged to apply early. AOC reserves the right to close the recruitment at any time.
WASHINGTON STATE RESIDENCY AND TELEWORK INFORMATION
AOC requires employees to reside in Washington State. Any exceptions must be approved. If you are invited to interview and currently reside outside of Washington State, seek more information about residency requirements from the AOC hiring manager of this recruitment.
This position requires at least two (2) days per week working onsite; possibly more as business needs require.
POSITION PROFILE
This position supervises and coordinates the work of the Customer Services team consisting of Customer Services staff who respond to the needs of AOC staff, court users, and vendors, by communicating system updates, resolving process and system function issues, problem solving, instructing others on methods and procedures, and focusing on process improvements. They assist in training and developing new ways to reach goals and meet the courts' needs.
This position reports under the direction of the Court Business Office (CBO) Manager. This supervisory position coordinates activities related to the Customer Services team as assigned and determined by the Administrative Office of the Courts (AOC). The position has full supervisory duties for the assigned unit which includes, but not limited to:

• Overseeing daily operations, onboarding, orientation, creation, and execution of staff training plan
• Setting and communicating job requirements, performance expectations and standards
• Managing performance
• Acting on leave requests
• Approving overtime, travel, and equipment purchases
• Tracking and maintaining unit budget
• Resolving workplace conflicts
• Workforce planning
• Making hiring recommendations to the CBO Manager and Court Services Division (CSD) Director for hiring, discipline and termination actions
• Acting as a liaison to other AOC programs (e.g., HR, Staff Services, IT) for the unit.

Duties and Responsibilities

• Responds to and resolves escalated customer service issues and unique and complex questions or issues from internal and external customers.

• Administers knowledge management system for internal and external clients, which includes:
  • Maintaining knowledge management system licenses and client access
  • Maintaining certificate renewals for the knowledge management system
  • Coordinating knowledge management system dashboard installation and orientation needs

Directly responsible for implementing the goals, mission, and vision of the Customer Service Strategic Plan.

Communicates and collaborates with internal and external customers.

Keeps current with best practices in customer service and knowledge management. Applies new learning to support customer and agency needs.

Assists in the development, interpretation, and implementation of policies and procedures related to customer service and knowledge management.

Provides a comprehensive understanding of the court business perspective and customer experience to identify and develop solutions for business needs and data quality.

Analyzes and prioritizes activities based on business and customer input and impact.

Maintain positive relationships with partners/vendors/suppliers.

Collaborates with the CBO and other lines of businesses across the agency for strategic planning purpose in order to create a shared vision.

Works closely with the court community and AOC to identify, analyze, and promote opportunities to improve court operations using the Judicial Information Systems.

Supervises the work of the Customer Services staff and provides feedback to improve efficiency and effectiveness.

Oversees daily staffing levels and operations, plans and balances workload, provides basic training for assigned duties, instructs and monitors work product and quality, resolves procedure or workflow conflicts, and informs and provides input to manager regarding needs, issues or concerns.

Performs other work as assigned.

Qualifications and Credentials

• A Bachelor's degree in business, computer science, education or closely allied field,

AND

• Five (5) years of progressively responsible court-related experience including a combination of Customer Services and knowledge management.

Relevant work experience or education may substitute for the other, on a year for year basis, to meet qualifications.
THE IDEAL APPLICANT WILL ALSO HAVE SOME OR ALL OF THE FOLLOWING EXPERIENCE, EDUCATION, KNOWLEDGE, SKILLS, AND ABILITIES

• Demonstrated knowledge of knowledge management system administration, configuration, reporting, training, and support.
• Demonstrated experience with planning, organizing and directing the work of others utilizing leadership techniques consistent with AOC and Customer Services best practices and culture.
• Ability to consistently communicate effectively both orally and in writing with all levels of the organization.
• Aptitude and understanding of information technology concepts and general knowledge of the case management applications supported by the AOC.
• Professional rapport with members of the Washington Court community, AOC staff, justice partners, and the public.
• Understanding of the Washington State judicial system, including the jurisdictional limits and responsibilities of each level of court, and the roles and responsibilities of judicial staff and related justice partners.
• Understanding of statutes, court rules, policies, and procedures specific to court business processes and case management.
• Conducting effective interviews and meetings, and leading and working in a team-based environment.
• Proficient in preparing accurate written documentation related to business processes and court business operations, issue resolution, and other written communication.
• Understanding and knowledge of training, facilitation and coaching techniques.
• Understanding and knowledge of supervision processes and methods.
• Managing workload which includes planning and organizing assignments to create timely and accurate work products.
• Using logic and reasoning to assess information, forming logical conclusions, evaluating options, and making decisions or recommendations.
• Effectively delivering information and solutions related to business processes and court business operations.
• High comfort level working with remote communication tools (e.g., Zoom, Skype, GoToMeeting, and Microsoft Teams).
• Using excellent interpersonal skills, including patience, diplomacy, and ability to negotiate.

Supplemental Information

• The workweek may fluctuate depending on workload or agency needs.
• Overnight travel may be required based on business needs.
• This position is not covered under the overtime provisions of the Fair Labor Standards Act (FLSA).

The AOC is an equal opportunity employer and does not discriminate based on gender, pregnancy, race, color, national origin, ancestry, religion, creed, physical, mental or sensory disability (actual or perceived), use of a service animal, marital status, sexual orientation, gender identity or expression, veteran or military status, age, HIV or Hepatitis C status, or any other basis protected by federal or state law. Persons of disability needing assistance in the application process, or those needing this announcement in an alternative format, please contact the AOC Human Resource Office, at (360) 704-4143, or fax (360) 586-4409, or via email to Employment@courts.wa.gov.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and complete the required employment eligibility verification form upon hire.
SPECIAL NOTE: Before a new hire, a background check, including criminal history, will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the job.
We are a team-oriented culture, and a balance of family and work-life in a wonderful community. We offer a family-friendly package of pay, benefits, paid time off, and workplace opportunities to help you get the most out of your career and life.
Our compensation plan includes:

• Health, Dental, and Vision Plans
• Retirement Plan Options
• Deferred Compensation Plan
• Paid Time Off (Vacation, Sick Leave and Holidays)
• Paid Basic Life Insurance Policy and Long Term Disability Insurance
• Employee Assistance Program
• Flexible Spending Account and Dependent Care Assistance Program
• Public Service Loan Forgiveness

Part-time employees will receive benefits on a pro-rated basis.
To learn more details about all we have to offer, visit the benefits page at
01
Do you possess a Bachelor's degree in business, computer science, education or closely allied field?

• Yes
• No

02
Do you possess at least five (5) years' progressively responsible court-related experience including a combination of Customer Services and knowledge management?

• Yes
• No

03
This position requires working onsite two (2) days per week at the AOC office in Olympia, Washington. Are you still interested in applying for this position?

• Yes
• No

Required Question