Customer Services Supervisor

JOB
Washington Courts Employment OpportunityAdministrative Office of the Courts Customer Services SupervisorCustomer Services TeamCourt 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 DETAILSJob #: 2024-19Status: Regular, Full-Time* Location: Olympia, WashingtonSalary: Range 77: $100,008 - $131,244 per year (DOQ)Opens: February 26, 2024Closes: 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 planSetting and communicating job requirements, performance expectations and standardsManaging performanceActing on leave requestsApproving overtime, travel, and equipment purchasesTracking and maintaining unit budgetResolving workplace conflictsWorkforce planningMaking hiring recommendations to the CBO Manager and Court Services Division (CSD) Director for hiring, discipline and termination actionsActing as a liaison to other AOC programs (e.g., HR, Staff Services, IT) for the unit.
EXAMPLE OF DUTIES
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 accessMaintaining certificate renewals for the knowledge management systemCoordinating 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.
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.