Contact Center Representative II

Job Description

Office of Public Trust Liaison

Annual Salary Range: $73,046 - $97,399

FLSA Non-Exempt / Union Represented

This position requires one day in the office per quarter or as needed for administrative work.

The Ideal Candidate

The Office of the PTL seeks a Contact Center Representative II (PTL Representative II) with excellent customer service skills. The role will respond to inquiries about State Bar programs and functions and, when applicable, refer the caller to the correct resource or partnering office for resolution. The role will address questions, concerns, or suggestions about improving the discipline or admission systems, and is expected to resolve each inquiry promptly by clarifying issues, researching answers, and implementing solutions. Because many of the inquiries that are received are of legal concern, the Contact Center Representative will need to understand and discern what constitutes legal advice and refrain from providing it.

Definition

Under general supervision, a Public Trust Representative II receives and responds to inquiries and complaints from the general public, State Bar members, State Bar partnering offices, and representatives of outside agencies concerning State Bar programs, services, membership, hotlines, and processes, such as the attorney discipline process, the admissions process, through phone, in-person, email, and other forms of contact.

Distinguishing Characteristics

This is a journey level classification responsible for independently providing information and assistance to the general public, State Bar members, and representatives of outside agencies.

The Public Trust Representative II classification is distinguished from the Public Trust Representative I classification by the incumbent's ability to independently receive and accurately respond to a broad range of inquiries and determine the best avenue for the solution of various problems. The Public Trust Representative II may also spend time on low-level Public Trust Liaison inquiries.

Examples of Essential Duties

Duties may include, but are not limited to the following:

• Receives a large volume of inquiries and complaints by telephone, email, in-person, and other forms of contact; concerning services provided by the State Bar, possible attorney misconduct, State Bar records, and/or State Bar programs, membership, and hotlines.
• Listens to the inquiry or complaint and determines the best avenue for solution of the problem, including whether the customer should be directed to a different department or agency; directs him/her to the appropriate website, publication, phone number, or other sources of information.
• In a professional and courteous manner, provides accurate information to individuals regarding the functions of the State Bar and services provided, including the complaint process, how to submit a complaint, complaint status, application status, and other information.
• Mails or emails necessary forms or assists customers with locating forms on-line.
• Assists individuals who have disabilities, are unable to read or write, or need assistance with translating documents.
• Assists individuals who have disabilities or are unable to read or write in completing necessary forms.
• Assist non-English speaking individuals who seek to file complaints in different languages, with the help of a translation service.
• Utilize access to Criminal Offender Record Information to access case files.
• Researches inquiries utilizing the State Bar's case management system or other sources of information.
• Enters and updates information in the computer system concerning inquiries and complaints, including entering initial information, records of verbal and written communications concerning an inquiry or complaint, actions taken for resolution, and information necessary for forwarding an inquiry or complaint for further investigation and action.
• Assists in the preparation of statistical and other reports as required.
• Follows up with individuals to request further information and documentation regarding an inquiry or complaint and/or ensure the inquiry has been addressed.
• Prepares letters or other routine correspondence to the public, attorneys, or other staff.
• May perform a number of other similar or related duties consistent with the general level of the job and the responsibilities described
• Participates in meetings and discussions to provide input on service improvement strategies.

Employment Standards

Knowledge of:

• Principles of effective customer service and telephone etiquette.
• Effective organizational and time management skills, including prioritization and the ability to multi-task.
• Basic techniques of electronic and hard copy record and file organization.
• Modern office practices and procedures, including standard computer software such as Microsoft Office and case management system applications.
• Problem identification and evaluation principles.
• The basic rules of vocabulary, grammar, spelling and punctuation as specified in Webster's New Collegiate Dictionary.
• Business math for completing non-technical calculations such as addition, subtraction, multiplication and division.
• Laws, regulations, and codes governing access to and use of confidential information.
• Electronic information and database record keeping systems.
• State Bar operations and services, and applicable rules and regulations associated with area of assignment.

Ability to:

• Actively listen to inquiries or complaints, solicit necessary information, use sound judgment when evaluating a wide variety of information, identify alternatives, and determine the appropriate response and/or course of action.
• Remain calm and maintain a professional demeanor in conversations with customers who are irate and demanding or may have difficulty expressing themselves.
• Demonstrate effective writing and verbal presentation skills.
• Communicate clearly and effectively by telephone and in person with individuals.
• Obtain and present material in person, by telephone, electronically, and in writing.
• Provide excellent customer service at all times.
• Prioritize calls and assignments to meet individual and team goals in a fast-paced environment.
• Establish and maintain effective working relationships with co-workers, supervisors, other agencies, and members of the public.
• Enter and retrieve information from/into a database or case management systems and maintain accurate records.
• Work independently and in a collaborative team environment.
• Learn, retain, and communicate information regarding operations, services, and programs provided by the various State Bar departments; as well as, services provided by other agencies to which customers may be referred.
• Understand what constitutes legal advice and refrain from providing legal advice.
• Maintain confidentiality and handles sensitive information with discretion.

Minimum Qualifications:

Education:

Possession of an Associate of Arts or Associate of Science degree or equivalent to two years of college level coursework from an accredited college or university in a field that provides the required knowledge and abilities.

Experience:

Minimum one (1) year experience as a Public Trust Representative I for the State Bar for two (2) years' experience receiving and responding to a broad range of inquiries and complaints from the public, requiring knowledge and explanation of a variety of policies, programs and processes. Additional experience in a field that provides the required knowledge, and abilities may be substituted for the required education.

License, Certificate, Registration Requirements:

None

Applicants who meet the Minimum Qualifications will be required to successfully complete the State Bar's selection process for this classification.