Experienced Customer Service Specialist – CLJ-CMS Project Support

At arenaflex, we're committed to advancing the efficient and effective operation of the judicial system. As a highly motivated and qualified individual, you'll play a vital role in delivering exceptional customer support services for the Courts of Limited Jurisdiction's new case management system. If you're passionate about providing top-notch support, working collaboratively with stakeholders, and staying up-to-date with the latest technologies, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a leading organization dedicated to supporting the Washington Judicial System. Our mission is to provide innovative solutions, exceptional customer service, and a collaborative work environment that fosters growth and advancement. We're committed to embracing diversity, inclusion, and teamwork, and we're seeking like-minded individuals to join our team.

Job Summary

We're seeking an experienced Customer Service Specialist to join our team and provide expert support for the Courts of Limited Jurisdiction's new case management system. As a subject matter expert, you'll be responsible for delivering exceptional customer support services, resolving complex problems, and developing documentation to facilitate stakeholder self-reliance. If you're a team player with excellent communication skills, a passion for problem-solving, and a commitment to delivering exceptional results, we encourage you to apply for this exciting opportunity.

Key Responsibilities

* Serve as a resident expert for consultation and problem resolution on Courts of Limited Jurisdiction court business operations and the new case management system

• Track and respond to help tickets, phone inquiries, and requests for information from court staff; analyze problems and provide workable solutions
• Develop documentation to help facilitate stakeholder self-reliance through arenaflex's online knowledge base
• Forward problems outside of expertise to the appropriate arenaflex staff for help and resolution
• Conduct research and analysis on topics related to judicial information systems, court business practices, and other criminal justice activities
• Interact and communicate information to subject matter experts to ensure consistency of information to users of applications supported by arenaflex
• Perform other duties as assigned

Essential Qualifications

* Six (6) years of experience working in client support and customer service data information environment, including at least two (2) years of experience working directly with applications supported by arenaflex

• OR six (6) years working in a court environment that uses applications regularly supported by arenaflex
• A combination of relevant education and experience may be considered in meeting the qualifications

Preferred Qualifications

* Ability to earn the trust and respect of co-workers, management, and other constituents through consistent honesty, integrity, professionalism, and working cooperatively with others

• Ability to meet work goals in cooperation with agency, court, state, and professional colleagues
• Expert people skills and abilities to establish and maintain professional working relationships with co-workers, management, and clients
• Communication skills both orally and in writing to help with effective exchanges; ability to effectively communicate technical and non-technical information to a wide variety of audiences
• Proficient in using Microsoft 365 products, including Teams, Outlook, Word, OneNote, PowerPoint, and others, with knowledge appropriate to the responsibilities of the role
• Skill to accurately assess resources needed to carry out planned actions and ability to manage staff, time, and resources to carry out tasks, goals within the structure set by supervisor
• Ability to logically integrate ideas and information to form effective goals, goals, timelines, action plans, and solutions
• Ability to prioritize and effectively manage time
• Understands customer expectations and ensures work meets those expectations
• Ability to identify, analyze, and resolve complex problems in a consultative manner bringing problems together with recommendations for solutions
• Ability to multi-task and effectively coordinate multiple projects simultaneously
• Ability to identify risks and outcomes associated with courses of action; ability to develop action plans & strategies to ensure expected outcome from decisions
• Ability to acquire and integrate input from others regarding critical actions, timelines, sequencing, and priorities
• Ability to meet work goals in cooperation with agency, court, and state colleagues and officials
• Ability to achieve excellent results with little need for direct/oversight
• Ability to accept personal responsibility for the quality and timeliness of work; attention to detail
• Ability to exercise judgment and make timely, sound, strategic decisions, and recommendations consistent with organizational goals; think critically
• Ability to recognize and resolve conflicts
• Knowledge of court business processes and court business operations, JIS and other applications, reference materials, customer service ticket generation software, future software enhancements, customer support tools (e.g.: email, telephone, word processing, spreadsheets, etc.), and query tools
• Ability to learn and implement new ideas; adapt to change
• Knowledge of new and emerging technologies to enhance customer services
• Ability to keep current with all policies, procedures, reference materials, and auxiliary information that affect the JIS client community

What We Offer

* Competitive salary range: $69,744 - $91,464 per year (DOQ)

• Opportunity to work in a dynamic and collaborative environment
• Professional development and growth opportunities
• Comprehensive benefits package, including medical, dental, and vision insurance
• Generous paid time off and holidays
• Access to the latest technologies and tools
• Collaborative and supportive work environment

How to Apply

If you're a motivated and qualified individual who is passionate about delivering exceptional customer support services, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to the arenaflex Human Resource Office. We look forward to hearing from you!

Equal Employment Opportunity

arenaflex 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 arenaflex Human Resource Office, at (360) 705-5337, or fax (360) 586-4409, or via email to [email protected].

Background Check

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.

Residency Requirements

arenaflex 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 arenaflex hiring manager for this recruitment.

Work Environment

The workweek may fluctuate depending on workload or agency needs. Overnight travel may be required based on business needs. This position may be overtime eligible. Apply for this job