Court Support Specialist

1/3/2022

Job Overview:

The Court Support team works with courts all throughout the country to ensure that upwards of 100,000+ court filings / month make it back into our system in a timely manner.

As part of this team, the Court Support specialist plays a diverse role with a focus on calling / contacting courts, well as understanding how to use court dockets / websites to obtain the information we need.

This role requires daily, active communication with court personnel and other team members across all channels (phone calls, e-mails and even live chats!) with the goal of getting documents back from court and into our server’s hands. “Bigger picture” communications involve contacting courts for general updates and statuses as courts begin to resume normal operations after COVID.  

This role requires patience, diplomacy, the ability to think on your feet and prioritization skills – talking on the phone while writing up notes and getting to the root issue of problems.  Direct legal experience is not required, however, a positive attitude and willingness to learn is.

Key Responsibilities:

• Reach out to courts on individual orders and general court status updates, including answering questions and resolving issues related to existing orders
• Communicate accurately and professionally through remote voice calls and emails with a positive service attitude while interacting with court personnel, attorneys, and other clients.
• Work in Skye (in-house application) to process documents, add informative updates / notes and other data entry tasks with a high degree of accuracy.
• Manage consistent outgoing phone calls to assist Courts and customers with questions, as well as occasional incoming calls from courts & customers.
• Relay relevant, updated information from Courts to our process servers and customers as appropriate
• Collaborate with team members to find root causes and process inefficiencies that happen as a document makes its way to and from court.
• Navigate & understand court dockets to understand how they communicate case documents and statuses, as well as downloading documents directly + importing into Skye as needed.
• Perform other job-related duties as assigned

Qualifications:

• High school diploma / GED required; 1+ years of customer support / call-center / retail experience in a customer-facing, service oriented position.
• Comfortable working and communicating effectively in a remote environment - using programs such as Teams/ Zoom to make outbound calls, Teams for chats, Outlook for emails.
• Comfortable using Microsoft Office suite programs such as Microsoft Outlook, Teams, Excel and Word + other programs such as online Faxes.
• Document manipulation experience (PDFs)
• Ability to perform repetitive data-entry tasks with accuracy
• Ability to maintain a high level of work productivity in occasionally stressful situations
• Typing speed of at least 60 wpm