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 with password resets. This position also supports all court levels with equipment, access, application, and security issues and questions involving the systems used by the courts. 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 Business Office

Our Mission: To advance the timely, effective, and equitable operations of the Washington State judicial branch.

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: 2026-25

Status: Regular, Full-Time

Location: Olympia, Washington

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

Opens: May 1, 2026.

Closes: May 13, 2026. 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

Many of the key responsibilities for this role include:

• Responds promptly to help tickets, phone calls, and information requests, working with users to understand issues, identify root causes, and provide effective, customer-focused solutions.
• Creates and maintains clear, user-friendly documentation that supports customers self-service through the AOC online knowledge base.
• Helps customers to navigate and troubleshoot case management systems, empowering users with the knowledge and confidence to resolve issues independently.
• Researches and analyzes judicial information systems, court business processes, and criminal justice operations to support accurate and effective customer assistance.
• Collaborates with subject matter experts to ensure consistent, reliable information is shared with users of AOC-supported applications.
• Partners with internal AOC staff to escalate customer inquiries and ensure timely, customer-centered follow-up and resolution.
• Performs other duties as assigned.

Salary

• $69,744 - $91,464/year

Qualifications

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 and case management systems 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,
• Demonstrates strong planning, prioritization, and time-management skills to meet goals with minimal oversight.
• Integrates information logically to develop goals, action plans, timelines, and strategic decisions aligned with organizational objectives.
• Identifies, analyzes, and resolves complex problems; assesses risks; and provides well-reasoned recommendations and solutions.
• Effectively manages resources, staff, and multiple concurrent projects while maintaining attention to detail and accountability for outcomes.
• Collaborates effectively with agency, court, and state partners; incorporates stakeholder input; and delivers work that meets customer expectations.
• Applies knowledge of court business processes, Judicial Information System (JIS) and related applications, customer support tools, and query systems to support operations.
• 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.

Other Information

For more information about the position, to review the job description, application submission requirements, supplemental questions, inquire about benefits, or to apply for the position CLICK HERE TO APPLY!

IMPORTANT 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) 732-1683, 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 identify 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.

Benefits

More than Just a Paycheck!
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

Read about our benefits:
The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.

Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.

Insurance Benefits
Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.

Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.

To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

The Washington State Employee Assistance Program promotes the health and well-being of employees.

Retirement and Deferred Compensation
State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.

Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Social Security
All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.

Public Service Loan Forgiveness
If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays
Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.

Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.

Sick Leave
Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.

Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.

Vacation (Annual Leave)
Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.

Part-time employees accrue vacation leave hours in accordance with WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.

Pay status includes hours worked, time on paid leave and paid holiday.

As provided in WAC 357-58-175, an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.

Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.

Military Leave
Washington State supports members of the armed forces with 21 days paid military leave per year.

Bereavement Leave
Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.

Additional Leave
Leave Sharing
Parental Leave
Family and Medical Leave Act (FMLA)
Leave Without Pay

Please visit the State HR Website for more detailed information regarding benefits.

Updated 01-07-2026