Title: Telephone Scheduler - Office of Jury Commissioner
Pay Grade: Grade 10
Starting Pay:$48,632.20
Departmental Mission Statement: The core mission of the Office of Jury Commissioner (OJC) is to provide randomly selected pools of eligible jurors, representative of the community from which they are drawn, to each of the jury courts of the Commonwealth of Massachusetts, in accordance with the needs of those courts and the direction of the Trial Court. The OJC is committed to educating the public on the value and responsibility of serving as a juror, and to providing courteous, professional service to the public and the courts.
Notes: - Employment is contingent upon passage of a criminal record check.
- This position is designated as a union position and is covered by the Collective Bargaining Agreement with O.P.E.I.U., Local 6.
Position Summary:Working within the Office of the Jury Commissioner (OJC), the Telephone Scheduler is responsible for answering or referring all telephone inquiries pertaining to juror service matters, using a centralized, automated on-line computer system. The Telephone Scheduler assists callers by providing information and assisting with any necessary adjustments to jurors' terms of service. The Telephone Scheduler assists other telephone schedulers and OJC personnel as needed and may assist with Legal Department calls and administrative projects.
The position title above the entry level performs more complex and varied work. Employees are hired at the entry level position title and are eligible for reclassification to the higher-level position title within this series consistent with the specifications of the higher-level position title. The position title reverts to the entry level when there is a vacancy. The OJC offers remote work and hybrid work schedules for all employees, in appropriate cases and subject to the needs of the office. This is a union position.
Telephone Scheduler I - This is the entry level position title within this series. Employees are expected to perform the full range of entry level duties for this series.
Telephone Scheduler II - This is the second level position title within this series. Employees are expected to perform higher level duties which require more knowledge of policies and procedures and to exercise more independent judgment.
Duties: Telephone Scheduler I Duties: Working under the direction of the Call Room Supervisor and the supervision of the Operations Manager, the Telephone Scheduler I:
- Receives and responds to telephone and mail inquiries from jurors in a courteous, efficient, and professional manner.
- Implements scheduling and other changes on matters pertaining to juror service in response to telephone requests, using the computerized, on-line jury system.
- Implements changes on matters pertaining to juror service manually in response to mailed requests.
- Uses a web application to access OJC images to review archived document images.
- Reschedules or otherwise handles delinquent jurors in response to telephone and mail inquiries.
- Routes business phone calls to appropriate staff persons.
- Backs up Administrative Secretaries, Data Entry personnel, Operations Coordinator, and other OJC personnel as required.
- Assists with special projects as required.
- Performs related duties as required.
Telephone Scheduler II Duties: Working under the direction of the Call Room Supervisor and the supervision of the Operations Manager, the Telephone Scheduler II:
- Evaluates requests for permanent disqualification and makes recommendations.
- Handles more difficult calls involving sensitive issues.
- Provides a variety of clerical and administrative assistance to other departments as necessary.
- Assists in the training of new employees and serves as a lead person, answering questions and providing technical advice.
- Performs special projects as required.
- Performs all of the duties of the lower level as required.
- Performs related duties as required.
Job Competencies:All applicants must be able, through the interview process, to demonstrate knowledge and understanding of the following areas:
- Ethics and Values Communicates and demonstrates the ethics and values of the Trial Court.
- Mission Understands, upholds, and communicates the Trial Court missions.
- Applied Knowledge Understands research, information services operations, specialized tools, applications, and software, with some understanding of the various court departments and divisions.
- Problem Solving Ability to successfully address data issues, draw conclusions, and make recommendations.
- Customer Service Conducts oneself in a courteous and professional manner towards both Trial Court employees and the public.
- Performance Measurement Understands the value and importance of performance measures as a basis for both individual and departmental assessments.
- Commitment to Diversity Promotes an environment of diversity through understanding, respect, and positive communication with persons of varied economic and cultural backgrounds.
- Collaboration Works with others cooperatively, demonstrating a willingness to be a team player, and contributing to a work environment that focuses on shared departmental goals.
- Continuous Learning Demonstrates a commitment to continuously improving himself or herself through professional development.
Minimum Requirements: Telephone Scheduler I Requirements:
- High School Diploma and Customer Service Experience preferably within a Call Center, or an equivalent combination of education and experience.
- Knowledge of and ability to use personal computers and basic software. Knowledge of and ability to use automated telephone equipment.
- Knowledge of grammar, spelling, and punctuation.
- Ability to communicate professionally and efficiently with members of the public, the Trial Court, and others.
- Excellent telephone etiquette.
Telephone Scheduler II Requirements:
- Two years of experience as a Telephone Scheduler I Considerable knowledge of on-line system technology.
- Considerable knowledge of court and jury system policies and procedures.
- Demonstrated ability to provide excellent customer service and to respond to more difficult calls.
Closing Date/Time: 2024-12-12
