CLJ-CMS Customer Service Specialist

The Administrative Office of the Courts (AOC) is seeking a highly motivated and qualified individual to take on the dynamic role of our next Customer Service Specialist to support the implementation of a new case management system for the Courts of Limited Jurisdiction. Reporting to the Customer Services Supervisor the position is responsible for delivering customer support services for the Court of Limited Jurisdictions new case management system by providing consultation and problem resolution to customers using applications supported by AOC. This job functions as a subject matter expert in judicial system applications and business processes. The incumbent performs independently and exercises decision-making responsibility within Courts of Limited Jurisdiction.

Washington Courts Employment Opportunity

Administrative Office of the Courts

Customer Service Specialist

Court Services Division Customer Services

Courts of Limited Jurisdiction

Case Management System Project

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 valuesintegrity 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 DETAILS

Job: 2025-57

Status: Project Full-Time*

Location: Olympia Washington

Salary: Range 60: $69744 - $91464 per year (DOQ)

Opens: August 19 2025

Closes: September 2 2025. AOC reserves the right to close the recruitment at any time but no sooner than seven (7) calendar days after posting.

*Duration: This CLJ-CMS project position is currently funded through June 30 2027.It is anticipated that continued funding will be approved throughDecember 31 2027.

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 for this recruitment.

This position requires you to be in the office at least one (1) day per week.

Some of the duties you will perform are:

• Serves as a resident expert for consultation and problem resolution on Courts of Limited Jurisdiction court business operations and the new case management system.
• Tracks and responds to help tickets phone inquiries and requests for information from court staff; analyzes problems and provides workable solutions.
• Develops documentation to help facilitate stakeholder self-reliance through AOC online knowledge base.
• Forwards problems outside of expertise to the appropriate Administrative Office of the Courts staff for help and resolution.
• Conducts research and analysis on topics related to judicial information systems court business practices and other criminal justice activities.
• Interacts and communicates information to subject matter experts to ensure consistency of information to users of applications supported by AOC.
• Performs other duties as assigned.

• 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 AOC.

OR

• Six (6) years working in a court environment which uses applications regularly supported by AOC.

A combination of relevant education and experience may be considered in meeting the qualifications.

THE IDEAL APPLICANT WILL ALSO HAVE SOME OR ALL OF THE FOLLOWING EXPERIENCE EDUCATION KNOWLEDGE SKILLS AND ABILITIES

• Ability to earn the trust and respect ofco-workers management and other constituentsthrough consistent honesty integrity professionalism and working cooperatively with others;ability to work effectively as a team member.
• 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 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 ensureexpected 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.

• 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.

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 or fax or via email to.

The Washington State Administrative Office of the Courts does not use the E-Verify system; therefore we are not eligible to extend STEM Optional Practical Training (OPT). For more information please visit.

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 applicants suitability and competence to perform in the job.