Call Queue Specialist

Description

Job Summary

The Call Queue Specialist plays a key role in supporting the Research Department by gathering accurate and up-to-date information on criminal and civil court cases. This involves contacting courts, conducting research, and ensuring the information meets client needs and reporting guidelines. With a focus on accuracy and efficiency, this position helps maintain strong relationships with courts, clients, and internal teams while upholding InformData’s commitment to trust and data integrity.

Duties and Responsibilities

• Conduct and receive calls with government agencies to obtain accurate and up-to-date case information, ensuring compliance with client requests and research protocols.
• Communicate with Client Advocates to provide timely updates when client feedback is necessary in determining the next course of action.
• Collaborate with the Research Supervisor by sharing important updates from researchers or courts that may impact how information is requested in the future, helping to refine and improve research processes.
• Maintain thorough and organized records of request statuses, ensuring all pending requests are reviewed, updated, and followed up on daily to prevent delays.
• Track and document call statuses for different jurisdictions, building a comprehensive reference that supports efficient case research and enhances data accuracy.

Please note that this job description is meant to give a basic understanding of the position and does not cover every part of the job duties and requirements. InformData reserves the right to change or assign other duties to this position at any time.

Key Performance Indicators (KPI) Accountability

• Maintain call queue TAT of less than 24 hours.
• Respond to and update all court copy requests according to outlined “Follow-up Procedure”
• Daily calls and subjects closed out of call queue

Qualifications

Qualifications

• Type at least 45 words per minute with 98% accuracy.
• Have a basic understanding of computer functions and multi-line phone systems, with the ability to learn office equipment and software.
• Possess strong organizational and time management skills to manage multiple tasks efficiently.
• Demonstrate keen attention to detail to ensure accuracy in research and reporting.
• Work independently with minimal supervision while maintaining productivity and quality.
• Adapt to changing priorities and effectively multitask in a fast-paced environment.
• Exhibit strong verbal and written communication skills for clear and professional interactions.
• Collaborate effectively with multiple teams to support seamless workflow and information sharing.

Working Conditions

• This position requires the incumbent to work indoors at a desk for extended periods of time and use of workstation.
• The person must be able to comprehend and follow work instructions in a fast-paced, team environment. 
• This position may be requested to work overtime on occasion to meet company objectives

The essential functions of the job may or may not have been described fully in this job description. Consistent with the Americans with Disabilities Act (ADA), it is the policy of InformData to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause undue hardship.

InformData is an equal opportunity employer and provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.