Customer Service Specialist

INTRODUCTION

INTRODUCTION: The 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 DUTIES:

• Greet 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…