Customer Service Specialist

Introduction

Job Description

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.

Position Purpose

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

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 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.
  
  

Environment / Condition Of Employment

• Sitting at a desk in an air-conditioned/heated office.
• This job is fully in the office.
  
  

Qualifications

MINIMUM QUALIFICATIONS:

• High school degree or equivalent
• 3 years of entry level customer service
• Ability to become a public notary
  
  

Preferred Qualifications

• 3+ years of customer service
  
  

Special Requirements

• Must 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.
  
  

Knowledge, Skills, And Abilities Required

• 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.
  
  

Supplemental Information

Physical Demands Of The Position

• Standing (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.
  
  

Equipment Used

• 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.

City Employee Benefits - 2026

• Health Insurance
• 92.5% of the Premium is paid by the City of Racine - either single or family.
• Centivo administers the PPO Plans that are offered. You can chose from two high-deductible health plans and one low-deductible health plan, with two different networks offered.
• CVS Caremark administers our prescription plan
• Payment of $50 per month to employees who waive health coverage
• Health Savings Account (H.S.A.)
• A Health Savings Account (H.S.A.) is a tax beneficial savings account that can be used in conjunction with a qualified High – Deductible Health Plan. The funds put into an H.S.A. may be used on future, eligible health care expenses without any taxation. The City makes a prorated, one-time contribution to an employee’s Health Savings Account, with the amount of the contribution determined at the time of hire.
• The maximum contribution amounts are determined by the IRS each year.
• Racine Employee Health & Wellness Center
• The Employee Health and Wellness Center run by Ascension Wisconsin is available to you and your dependent(s) if enrolled in the medical insurance
• It provides comprehensive services including clinic visits, health coaching, and preventative exams and health screenings.
• Life Insurance
• City provides one unit equal to your annual earnings
• Employee may buy additional insurance – each unit is equal to your annual earnings.
• Maximum additional life insurance is four units; For a total of five (5) units at the maximum coverage.
• Cost depends on age and annual salary
• Spouse and Dependent Life Insurance is available – maximum coverage is $20,000 for spouse and $10,000 for dependents, cost is $3.20 per month or half for $1.60/month
• Pension
• Wisconsin Retirement System, the contribution rate for 2026 is 14.4% Funded 50% by the City of Racine and 50% by the employee.
• Rates can change per year depending upon what is approved through WRS.
• Vacation
• Less than 4 years of continuous service – 96 hours
• At least 4 years but less than 9 years of continuous service – 136
• At least 9 years but less than 14 years of continuous service - 176
• At least 14 years but less than 21 years of continuous service - 216
• At least 21 years of continuous service – 256
• You may carry over up to 80 hours into the next year.
• During the first calendar year of employment, new employees shall earn vacation on a prorated basis based on the new employee’s start date.
• Holidays
• 13 paid holidays, 12 scheduled and 1 floating
• Sick Leave
• Accrues at the rate of 1 day per full month worked.
• Casual Days
• You can earn up to 4 casual days based off the amount of sick time that you have accrued.
• You are also eligible for an additional casual day if you use 16 hours or less of sick time in the preceding year.
• Dental Insurance
• MetLife administers our dental plan with two options available to employees (Basic plan or Advanced plan). Employees pay the premium with a pre-tax payroll deduction.
• The City of Racine pays for the Basic Employee premium if you are enrolled in the medical insurance.
• Vision Insurance
• Superior Vision administers our vision plan with one option. Employees pay the premium with a pre-tax payroll deduction.
• Flexible Spending Plans
• Medical and Dependent Care Flexible Spending Accounts administered by Health Equity.
• The maximum contributions are determined by the IRS each year.
• Short Term Disability Policy
• Automatically enrolled in a short-term disability insurance policy through MetLife, excludes Water and Wastewater Utility Employees.
• 70% of annual income, up to 13 weeks with a maximum benefit of $2,000 weekly.
• Employee Assistance Program
• The City of Racine offers an employee assistance program through Advocate Aurora.
• Parental Leave
• 320 hours of paid parental leave, if eligible for FMLA. Water and Wastewater Utility employees are eligible for 80 hours.
• Deferred Compensation
• Provided through Nationwide, Security Benefit (RPA/The Standard) or Wisconsin Deferred Comp.
• Supplemental Insurance
• Provided through AFLAC Funded by payroll deduction
• Accident, Hospital & Cancer policies are available
• Tuition Reimbursement
• $4,000 per year, or 80% of the employee's total tuition cost, whichever is lower.
• Student Loan Repayment Program
• The Student Loan Repayment Program, administered by Bakertilly Vantagen, helps assist you with the financial burden of the education that you have received. Non City of Racine residents can receive up to $1,200 per year towards student loan repayments, and City of Racine residents can receive up to $2,400 per year towards student loan repayments.
• Public Service Loan Forgiveness (PSLF)
• The PSLF Program promotes full-time public sector employment. Public Employees, may qualify for public service loan forgiveness after making 120 payments toward their student loans while working full-time in public service. This means that nurses, policeman, firefighters, public health, and government employees can be eligible for participation. The Forgiveness Program was designed uniquely to provide relief to those who are doing the best for our communities every day. To find out if you qualify for a forgiveness program call 866-706-5005.
• Wellness Incentive
• Employees, spouses, and retirees covered by the City health insurance plan who complete the Wellness Incentive requirements are eligible to receive $200, spouses receive $100.
• Fitness Reimbursement
• Employees, spouses, and retirees covered by the City health insurance plan are eligible for 50% reimbursement of their annual membership fee up to a maximum of $200 per household.
• Reimbursement also includes fitness classes and weight reduction programs.
• City of Racine Residency
• City of Racine employees that are non-represented are eligible for a 4% per hour pay differential if you provide proof that you are City of Racine resident.
• City of Racine residency pay differential rates are different for:
• Racine Police Association – 3% differential rate
• Local 321 Firefighter Union – 3% differential rate
• Transit Union – 2% differential rate
• You can receive additional City contribution into your H.S.A. account if you are a City of Racine Resident. Residency contributions are based on what
• Homebuyer Down payment Assistance Program
• The City of Racine Employee Homebuyer Assistance Program offers up to $10,000 in down payment and closing cost assistance to help you purchase your dream home in the City of Racine – Submission deadline for applications is August 1st, 2026.
• Racine Financial Empowerment Center
• The Racine Financial Empowerment Center (FEC) provides free one-on-one professional financial counseling for all City of Racine employees, and residents of the City of Racine.
  

Additional information about the City’s comprehensive benefits package can be found on the following website; Active Employees - City of Racine - Human Resources Department

01

What is your highest level of education?

• High School Diploma or Equivalent
• High School Diploma or Equivalent with Some College
• Associate's Degree
• Bachelor's Degree
• Master's Degree
• Doctorate (PHD)
• None
  
  

02

How many years of customer service experience do you have?

• I do not have this experience
• 1 year or more, but less than 3 years
• 3 years or more, but less than 5 years
• 5 years or more, but less than 7 years
• 7 years or more, but less than 10 years
• 10 years or more
  
  

03

How many years of money handling experience do you have?

• Less than one year
• One to two years
• Three to four years
• Five or more years
• No experience
  
  

04

This is a first shift position with the hours being 8:00 a.m. to 5:00 p.m., Monday thru Friday. Are you able to work these scheduled days/hours?

• Yes
• No
  
  

05

How many years of experience do you have preparing professional quality business correspondence (letters, forms, reports)?

• Less then one year
• One to two years
• Three to four years
• Five or more years
• No experience
  
  

06

List Any Specialized Software You Have Experience With

07

Are you able to work occasional evening or weekend hours?

• Yes
• No
  
  

08

Have you ever worked a front counter position or been the first line of customer communication for a company before?

• Required Question