What are the responsibilities and job description for the Front Desk Customer Service Clerk position at Hamilton County, Ohio?
Front Desk Customer Service Clerk
REPORTS TO: Shift Manager, Municipal Criminal and Traffic
EMPLOYMENT STATUS: Full Time
FLSA STATUS: Non-exempt
CIVIL SERVICE: Unclassified
LOCATION: 1000 Sycamore Street, Cincinnati, Ohio 45202
WORK HOURS: 36 hours per week; Sunday (7 AM – 3 PM), Monday – Thursday (8 AM – 4 PM)
TRAVEL REQUIREMENTS: None
PAY RATE: $21.59 per hour
SUPERVISOR RESPONSIBILITIES: None
JOB OVERVIEW:
The Front Desk Customer Service Clerk plays an important role in facilitating the daily operations of the municipal criminal and traffic court by providing direct support to the public, legal professionals, and law enforcement agencies. This position requires a balance of strong customer service skills, attention to detail, and the ability to navigate documentation with accuracy. The role involves processing case-related documents, handling financial transactions, and maintaining court records with a high degree of accuracy and confidentiality. Success in this role requires:
- Customer Service & Communication – Providing clear, professional, and empathetic assistance to individuals navigating court processes, both in person and over the phone.
- Attention to Detail & Accuracy – Ensuring case records, financial transactions, and official documents are processed correctly and in compliance with court policies.
- Time Management & Multitasking – Managing a high volume of tasks efficiently while maintaining organization and adherence to deadlines.
- Technical Proficiency – Utilizing a case management system, online tools, and office software to process electronic filings, track case information, and maintain records.
- Professionalism & Discretion – Handling sensitive documents and interactions with impartiality, confidentiality, and adherence to ethical standards.
This position requires the ability to remain composed in a fast-paced environment, adapt to evolving court procedures, and collaborate effectively with legal professionals, law enforcement, and co-workers to ensure the smooth operation of court services.
ESSENTIAL DUTIES:
Customer Service (75%)
- Provide exceptional customer service by assisting the public, attorneys, and law enforcement personnel in person and over the phone.
- Answer inquiries regarding case statuses, court procedures, fees, and other general information while maintaining confidentiality and professionalism.
- Process and review documents and paperwork according to established office procedures and court policies.
- Accurately enter, update, and maintain records in the case management system for criminal, traffic, and probation cases, ensuring data integrity and compliance with standards.
- Scan, file, and organize criminal complaints, court orders, and other official documents for easy retrieval and reference.
- Process and collect payments related to bonds, fines, and court fees, issuing receipts and ensuring accurate financial records.
- Assist customers in completing forms and other documents, providing guidance while remaining neutral and compliant with regulations.
- De-escalate challenging interactions with customers while maintaining professionalism and providing accurate information.
Clerical Services (25%)
- Review and process arrest warrants, complaints, and affidavits, determining acceptance or denial based on probable cause.
- Ensure compliance with legal and procedural requirements when handling official documents.
- Reconcile the cash drawer at the end of each shift, ensuring accuracy and reporting any discrepancies to management.
- Prepare, organize, and distribute daily court dockets and schedules.
- Coordinate with law enforcement, attorneys, and other court personnel to ensure accurate documentation and case processing.
- Generate reports and summaries as required for case tracking and audits.
OTHER DUTIES AS ASSIGNED
PREFERRED SKILLS:
Knowledge of:
- Basic mathematics for handling financial transactions and balancing cash drawers.
- Court procedures, legal terminology, and case management systems (preferred but not required).
- Confidentiality laws and best practices for handling sensitive information.
- Standard office practices, including record-keeping and document management.
Ability to:
- Communicate effectively, both verbally and in writing, with customers and legal professionals.
- Multitask and manage time efficiently in a fast-paced environment.
- Interpret and apply office and court policies, procedures, and guidelines.
- Analyze documents and determine compliance with established policies and standards.
- Maintain accuracy and attention to detail when entering data and processing documents.
- Work both independently and as part of a team, demonstrating adaptability and problem-solving skills.
- Handle stressful situations professionally and exercise sound judgment when dealing with difficult customers or sensitive legal matters.
Skilled in:
- Data entry, record-keeping, and case management system operations.
- Basic to intermediate computer functions, including Microsoft Office (Word, Excel, Outlook) and other relevant software.
- Cash handling, payment processing, and financial reconciliation.
- Scanning, filing, and organizing legal and administrative documents for efficient retrieval.
- Conflict resolution and de-escalation techniques when addressing customer concerns.
QUALIFICATIONS:
- High school diploma or equivalent; one (1) year of administrative experience; one (1) year of customer service experience; or
- any equivalent combination of education, experience, and training which provides the required knowledge, skills, and abilities.
PHYSICAL DEMANDS & WORKING CONDITIONS:
- This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This is a sedentary job and the employee will sit 75% of their workday. The employee is expected to use a computer keyboard for extended periods of time and lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
The Hamilton County Clerk of Courts is committed to providing a work environment where all employees are treated fairly and equally in all terms and conditions of employment, and all decisions concerning Clerk employees or applicants shall be made without regard to race, sex, gender identity, religion, national origin, sexual orientation, age or disability. We have zero tolerance for violations of employee rights, harassment or discrimination based on any of the above criteria.
Salary : $22
