Court Operations Clerk - EAST

DESCRIPTION:

The Minnesota Judicial Branch, Court Services Division is pleased to announce an opening for a Court Clerk on the External Application Support Team (EAST). This position will provide telephone and email support to court customers statewide that have questions about using following applications: Minnesota Digital Exhibit System (MNDES), MN Court Records Online (MCRO), My Minnesota Guardian (MMG), MN Partner Calendar (MPARC), eCheck-in, and Department of Corrections communications. The goal of EAST is to assist customers and application users by providing accurate information in a way that supports the vision and mission of the Minnesota Judicial Branch. 

 EXAMPLES OF JOB DUTIES:

The following are examples of major job duties expected for this position to perform, acting under the direction of the MN Court Payment Center manager:

• Provide customer support in a fast-paced environment, by answering a high volume of incoming telephone calls or emails from members of the public and judicial partners, related to several court applications. 
• Refer customers to additional resources and subject matter experts, such as district court administration, and the Statewide Self-Help Center and engage Language Line resources and supervisory staff, when appropriate. 
• Identify, evaluate, and escalate technical issues, when appropriate.
• Attend and participate in division/team meetings and trainings; maintain knowledge of products, system integrations, applications, court policies, processes, and procedures.
• Self-evaluate performance by listening to recorded calls and responding to feedback related to improving or enhancing the customer’s experience. 
• Maintain information and documentation in knowledgebase.

TYPICAL QUALIFICATIONS:

Below are the past experiences that will enable success in the role. For education requirements listed, the equivalent number of years of related experience may serve as a substitute.

Minimum Qualifications:

• High School Diploma or equivalent. Additional education may substitute for experience.
• 1+ years in court administration using or supporting the software applications.
• 6 months of experience in a call center environment handling a high-volume of incoming customer inquiries using call center ACD (automated call distribution) software. 
• Access to reliable, high-speed internet capable of successful, reliable remote access to the Judicial Branch network, and reliable telephone access capable of statewide communications.

Knowledge, Skills, and Abilities:

• Ability to demonstrate excellent customer service skills, knowing that members of the public have varying knowledge, understanding, and experience with the courts.
• Have an aptitude using for software applications and concepts.
• Ability to respond to a high volume of inquiries in a timely, accurate, and consistent manner and to consistently meet daily productivity metrics.
• Ability to listen, research and apply independent judgement, and proficiently navigate several desktop applications simultaneously while listening to the customer to determine the reason for their call, the appropriate response to their question(s), and document the outcome of the call. 
• Knowledge of modern computer equipment, software, and applications such as SharePoint, instant messaging, Zoom, Microsoft Outlook, Teams.
• Ability to form and maintain effective working relationships with others, including coworkers, supervisors, and management.
• Skilled at being adaptable and flexible to changes in the professional work environment and be open to training alternative service delivery methods. 
• Ability to handle sensitive and confidential matters appropriately and in compliance with all applicable court rules, policies, and statutes. 

 Preferred Qualifications:

• 2+ years of professional office experience. 
• Experience with the Minnesota Judicial Branch’s Case Information System (MNCIS). 
• Experience with ServiceNow software.
• Fluency in a second language, such as Spanish.

SALARY:

The expected starting salary range for external candidates is $21.43 - $26.27 per hour ($44,746 - $54,852 annually).  The full salary range for this position is $21.43 - $31.10 per hour ($44,746 $64,936 annually).  This position is non-exempt under the Fair Labor Standards Act and is eligible for State of MN employee benefits.

SUPPLEMENTAL INFORMATION:

Position Logistics:

This is a full-time, unrepresented position and is classified as Court Operations Clerk. This position will work regular business hours, Monday-Friday.  Work will be conducted remotely, with occasional trav