Customer Service Representative

Job Description We offer a great benefits package including medical, dental, pension program, HSA, and generous time off. City residents will earn a 4% differential on top of the hourly pay range. Learn more and apply today! Position Purpose The Racine Police Department is a community Oriented policing agency that is looking for a customer service representative. This role would be suitable for an individual who has experience in customer service, preferably in a law enforcement environment. This position would be responsible for, but not limited to; assisting the public with requests for reports, citation payments, and warrant payments. Additional responsibilities includes; data entry of reports, arrests, and citations. Review reports, letters, forms, and other information that may be sensitive and/or graphic in nature (i.e. homicides, sexual assaults, automobile accidents, etc.) through data entry. Scan documents, make copies, data entry in various computer systems, retrieve information from various computer systems, ability to use the Wisconsin Crime Information Bureau and the T.I.M.E. system, file documents, answer telephones, respond to mail requests, and prepare and distribute information according to departmental policy. Fulfill customers’ requests in an accurate and timely fashion. Assist customers at the public service counter. This includes, but is not limited to, taking payments for various types of citations and/or warrants, printing out accident and/or incident reports, handling money, answering phone calls, and assisting other agencies and companies with requests. Proficient at interacting with all types of customers in an appropriate and professional manner, at all times. Maintain a consistent attendance record. Perform other duties as assigned. Conditions Of Employment Normal office environment Fast paced, stressful environment at times Sitting, standing, and/or typing for long periods of time Knowledge, Skills, And Abilities Required Ability to work in a fast-paced environment. Ability to perform functions independently and to make decisions in accordance with established regulations, procedures, and/or policies. Ability to organize a variety of complex material and to complete them in an accurate and timely fashion. Ability to work independently within an office environment and take responsibility with little or no direction. Ability to perform repetitive clerical work requiring attention to detail and accuracy. Ability to follow both written and oral instructions. Ability to maintain strict confidentiality. Ability to work with and get along well with others. Qualifications High school diploma or its equivalent. Prior customer service experience. Must be a citizen of the United States. Prior training or experience in data entry. Preferred Qualifications Post high school education. Customer service experience in a law enforcement agency. Special Requirement Test required – Data Entry Vendor 1 – 6200 KPH/95% accuracy. Supplemental Information Physical Demands Of The Position Standing for long periods of time Sitting for long periods of time Typing for long periods of time Ability to lift, carry, and/or push/pull at least 25lbs. 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. 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. 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 View phone number on click.appcast.io. 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 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 Which work schedule(s) are you available to work? 8:30 a.m. – 4:30 p.m., Monday through Friday 9:30 a.m. – 5:30 p.m., Monday through Friday I am available for either schedule Neither schedule would work for me 02 Are you a United States citizen? Yes No 03 This position requires a minimum of a High School Diploma or equivalent. Please select 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 None 04 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 05 Have you worked in a position responsible for processing cash, credit card, or electronic payments? Yes No 06 Please describe any experience you have working in a reception, front desk, retail, banking, or administrative customer service role. 07 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 08 Please describe your experience handling cash transactions, including balancing drawers and processing payments. 09 Please describe any administrative or clerical experience related to recordkeeping, filing, or data management. 10 Do you have experience working Customer Service within a law enforcement agency? If so, what agency. If No, answer NA. Required Question #J-18808-Ljbffr Racine