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Customer Service Specialist
Customer Service SpecialistGovernment Jobs • Olympia, WA, US
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Customer Service Specialist

Customer Service Specialist

Government Jobs • Olympia, WA, US
2 days ago
Job type
  • Full-time
Job description

Customer Service Specialist

The Administrative Office of the Courts (AOC) is excited to welcome a dedicated and enthusiastic professional to join our Court Services Division (CSD) as a Customer Service Specialist. This role is ideal for someone who thrives in a fast-paced environment and is passionate about supporting the judicial system through exceptional service.

As a Customer Service Specialist, you'll be the first point of contact for AOC staff and court personnel, assisting with password resets and resolving access and security issues related to the Washington Appellate e-Filing Portal. You'll play a vital role in ensuring smooth operations across all court levels by providing expert guidance and technical support.

Reporting to the Customer Services Supervisor, you'll deliver responsive and knowledgeable assistance to users of AOC-supported applications. Your expertise in judicial system applications and business processes will make you a trusted resource for consultation and problem resolution.

This is more than a help desk role - it's an opportunity to become a subject matter expert and make a meaningful impact in Washington's court system. If you're ready to bring your skills to a team that values service, collaboration, and continuous improvement, we encourage you to apply.

Washington Courts Employment Opportunity

Administrative Office of the Courts

Customer Service Specialist

Court Services Division

Customer Services

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 values integrity, 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 : 2025-78

Status : Regular, Full-Time

Location : Olympia, Washington

Salary : Range 60 : $69,744 - $91,464 per year (DOQ)

Opens : October 21, 2025

Closes : November 4, 2025. AOC reserves the right to close the recruitment at any time but no sooner than seven (7) calendar days after posting.

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 two (2) days per week.

Duties and Responsibilities

  • 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.

Qualifications and Credentials

  • A combination of relevant education and experience may be considered in meeting the 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 AOC.
  • OR
  • Six (6) years working in a court environment which uses applications regularly supported by AOC.

    • 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 of co-workers, management, and other constituents through 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 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.

    • Supplemental Information

  • 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 (360) 705-5337, or fax (360) 586-4409, or via email to Recruitment@courts.wa.gov.

    Candidates who are offered a job with AOC must possess work authorization that does not require sponsorship by the employer for a visa now or in the future. AOC complies with the employment eligibility verification requirements of the federal government eligibility verification form I-9. The selected candidate must be able to provide proof of identity and eligibility to work in the United States consistent with the requirements for that form. AOC does not use E-verify; therefore we are not eligible to extend STEM-Optional Practice Training (OPT). For information, please visit www.uscis.gov.

    Persons legally authorized to work in the U.S. under federal law, including Deferred Action for Childhood Arrivals recipients, are eligible for employment unless prohibited by other state or federal law. 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 applicant's suitability and competence to perform in the job.

    We are a team-oriented culture, and a balance of family and work-life in a wonderful

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    Customer Service Specialist • Olympia, WA, US