Customer Service Specialist
GovernmentJobs.com
Racine, WI
Job Title:Clerk & Treasurer's Office Team MemberThe City Clerk & Treasurer's Office is responsible for a wide range of duties. The Office serves as the official records custodian for City Government, Secretary to the Common Council, Secretary to the Public Safety and Licensing Committee, and is responsible for the issuance of approximately 50 different types of licenses. The Clerk & Treasurer's Office is also responsible for all elections, tax payments and water payments in the City of Racine.The purpose of this position is to provide maximum flexibility to departments in the execution of a wide variety of duties that could change seasonally and/or over time through the use of team approaches. A main focus of this position is customer service of the highest degree possible for both external and internal customers, including customers entering, calling, or emailing the Clerk's Office for information. In order to provide this level of customer service, the candidate must become knowledgeable in all facets of department functions, policies, procedures, and abilities. Knowledge of how other areas of the City relate to the department will also be taught to ensure customer service specialists are well rounded in City of Racine business. A high degree of emotional intelligence will be required to successfully cultivate and maintain customer and work relationships.Essential DutiesGreet and serve customers entering, calling, or emailing the Clerk's Office.Strive to learn the front counter and basic daily questions from customers entering the office.Answer phones and be able to provide resolutions to basic questions.Answers emails from both internal and external customers.Provide exemplary customer service to internal and external customers.Become an active and productive team member.Respect your team and the diversity of its members.Accept and provide leadership to the best of your abilities.Open and close the customer service counter area and all related systems.Maintain a professional appearance, positive work ethic, and pleasant disposition towards all.Maintain a consistent, punctual, and reliable attendance record.Become the Lead Specialist in one of the following assigned areas:Elections, Licensing, Tax Collection and Reconciliation, Legislative Reporting and Record Maintenance.Perform secretarial, clerical, and administrative duties encompassing the overall responsibilities of the office including typing and recording minutes.Receive phone calls and visitors and assist the public at the service counter in all departmental business with courtesy and tact.Assist as custodian of all records developed in the clerk's office as well as other department records at the direction of your supervisor.Assist in conducting meetings and hearings, scheduling appointments, preparing correspondence and reports, updating forms, and attending meetings as needed.Enter and reconcile transactions in all appropriate systems.Process, maintain, and update various departmental reports, files, computer databases, and other files.Process BUS passes, licenses, permits, voter registration, absentee ballot requests, voter records, and other legal forms or documents.Assist in voter registration and other duties required in conducting elections.Assist in providing voting related services to city residents as directed by the city clerk.Prepare and maintain various items and their office filing systems (both paper and electronic), including but not limited to, legal documents, contracts, agreements, voter records, correspondences, reports, mailing lists, licenses, notices, agendas, minutes and reports, cemetery deeds, specialized records and files, office library, cash receipts and records, tax records, systems records, problem transactions, and follow-up resolution.Receipt all over-the-counter and internal payments, maintain, reconcile, and close a cash drawer, assisting others as needed, and prepare bank deposits.Handle monetary transactions using appropriate accounting and cash transaction practices.Assist in the preparation, maintenance, collection, and settlement of tax rolls and various financial reports.Assist other office personnel with various duties and responsibilities.Fill in for absent personnel (vacation, illness, etc.)General clerical work such as filing, data entry, record keeping, and tracking office supply inventory.Performs related clerical or administrative assignments as directed.All other duties as assigned.Sitting at a desk in an air-conditioned/heated office.This job is fully in the office.QualificationsHigh school degree or equivalent3 years of entry level customer serviceAbility to become a public notary3years of customer serviceMust pass the required testing with a minimum score of 70% on the Data Entry 1 Vendor test and 85% on the Basic Math test.Additional business, accounting, management, or other relevant education is considered a plus.Experience with a variety of equipment, especially computer and software programs including Microsoft Office, Outlook, Word, Excel, and other specialized software.Ability to become familiar with all department functions, policies, procedures, abilities, and the department's relationship to other City areas.Ability to use professional soft skills on a daily basis to help external and internal customers.Ability to establish effective working relationships with the public and colleagues through the exercise of good judgment, courtesy, and tact.Ability to learn and answer involved questions regarding departmental operations and procedures.Ability to become familiar with local ordinances, state statutes and federal regulations; effectively convey this information to the public, and apply it to the job duties and responsibilities.Ability to acquire basic knowledge of accounting for cash receipts, voter registration laws, licensing and permitting laws, regulations, and policies.Ability to use Microsoft Office products quickly and effectively.Capacity to learn and effectively use various computer systems.Ability to understand, follow, and remember involved written and oral instructions, policies and procedures, while performing tasks effectively and maintaining a high level of accuracy and attention to detail.Ability to resolve problems quickly and accurately under stressful conditions.Ability to take control of difficult situations by anticipating problems, analyzing alternative solutions and initiating appropriate corrective measures within established regulations, prescribed policies, and procedures under stressful conditions.Ability to give and follow detailed instruction and have effective oral and written communication skills.Ability to train and lead peers in work assignments.Ability to become a lead specialist in one of the following areas:tax collection and reconciliation, elections, licensing, legislative reporting and record maintenance.Ability to work extreme hours in a complex and demanding environment involving overtime, evening, and possibly weekend hours.Ability to work during heavy tax collection periods, license renewal periods, and elections without the possibility of taking time off.Ability to handle confidential material properly.Proven record of customer service and courtesy in dealing with external and internal customers.Proven record of ability to work independently in addition to team participation.Experience in proper office procedures, methods, and practices.Ability to maintain moderate complex records and prepare reports independently.Bilingual proficiency (Spanish/English) preferred.Proven record of consistent, punctual, and reliable attendance.Physical Demands of the PositionStanding (may require standing up to 75% of the time), walking, sitting, and stooping, kneeling, crouching, climbing, balancing, bending, and twisting, lifting, carrying, pushing/pulling to a maximum of 15 pounds, fine motor skills, sitting for long periods of time, tolerance of noise and odors from various office machines.Copy machine, computer and keyboard, telephone, paper shredder, personal automobile, and other miscellaneous office equipment.This job description is intended to identify essential duties and also illustrates other types of duties that may be assigned. It should not be interpreted as describing all of the duties that will be required of an employee or be used to limit the nature and extent of assignments that an individual is required to perform. In addition to the responsibilities and duties listed, it is expected that employees maintain a consistent and reliable attendance record. Job descriptions are subject to revision at any time at the discretion of the City of Racine.The City of Racine is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the City will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.
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