Front Desk Customer Service, 1st Shift

Department: Municipal Criminal & Traffic Division

Location: 1000 Sycamore Street, Cincinnati, Ohio 45202

Compensation: $21.59 / hour

Description

REPORTS TO:First Shift Manager, Municipal Criminal & Traffic
STATUS:Full-time, 35 hours/week, non-exempt, unclassified
JOB LOCATION: Hamilton County Justice Center
HOURS: Monday - Friday, 8:00 am – 4:00 pm
TRAVEL REQUIREMENTS: No travel required
PAY RATE: $21.59
SUPERVISORY RESPONSIBILITIES: No

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 and Expertise

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.