Customer Service Representative I/II - Police Records

GENERAL DESCRIPTION

 

Under general supervision, to perform a variety of responsible clerical, secretarial, administrative, and bookkeeping duties with considerable public contact.

 

SUPERVISION EXERCISED

 

This position does not exercise supervision. 

 

IMPORTANT AND ESSENTIAL DUTIES

 

Customer Service Representative I

 

Communicate with customers by phone, mail, email, and in-person to provide assistance regarding open records inquiries, case management requests, and other law enforcement information.

 

Receive payments and issue receipts for cash, credit card, check, and money order transactions. 

 

Use Law Enforcement Records Management System to process, review, and sell case reports, arrest reports, and accident reports for accuracy and statistical data.

 

Retrieve and open mail from the post office and other drop box locations.

 

Hear, understand, and interpret dictated narratives from sworn personnel by utilizing either headphones or earbuds.

 

Transcribe narratives and interviews via dictation software and other forms of digital media associated with case reports with a high level of accuracy in a timely manner.

 

Research, review, and release non-evidentiary vehicles from the Police impound, completing financial transactions.

 

Communicate with Dispatch, Patrol, Criminal Investigation Divisions, District Attorney’s office, Municipal and District Courts, legal representatives, and Police Administration, regarding sensitive and violent topics with a high level of professionalism and integrity.

 

Maintain files of financial and law enforcement information in compliance with Texas State Records Retention Schedules. 

 

Perform ink fingerprinting for members of the public and other law enforcement agencies for background checks and various purposes.

 

Review and code case reports for the purpose of reporting data to local, state and federal databases.

 

Review and enter violent crimes into the FBI’s Violence Crime Apprehension Program (ViCAP) database in compliance with Molly Jane’s Law. 

 

Customer Service Representative II 

 

Assist in the training of new employees, as assigned.

 

Provide training and mentorship to Customer Service I employees, ensuring they understand their duties and perform them effectively.

 

Perform generalized duties and support for the Customer Service Representative III - IBR - Police Records and/or Customer Service Representative III - Open Records - Police Records position, as assigned.

 

OTHER JOB-RELATED DUTIES

Perform other job-related duties and responsibilities as assigned.

 

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

Principles and practices of excellent customer service.

General office practices and related software applications.

English language, vocabulary, proper spelling, grammar, and punctuation.

Understand and interpret procedures, principles, and policies of the Abilene Police Department and City of Abilene.

 

Skill to:

 

Communicate effectively and professionally with customers and fellow co-workers, both verbally and in writing.

 

Analyze and resolve open records requests efficiently. 

 

Maintain a high level of attention to detail and accuracy in all tasks. 

 

Operate various office equipment, including, but not limited to, a computer, printer, copier, fax, and dictation system.

 

Type a minimum of 40 words-per-minute.

 

Ability to:

 

Maintain a professional demeanor while completing duties related to graphic and violent events.

 

Interpret and apply policies, procedures, and regulations to varied situations. 

 

Work independently and manage multiple priorities in a fast-paced environment. 

 

Work under pressure, exercise sound judgment, and make effective decisions both during and outside of regular work hours.

 

Demonstrate a positive attitude and strong initiative.

 

Understand and follow oral and written instructions.

 

Maintain a high level of confidentiality and professionalism.

 

Establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally.

 

Follow and embrace the City of Abilene Core Values – Respect, Integrity, Service Above Self, and Excellence in All We Do.

 

Perform as a team member in a manner that accomplishes the Division’s mission and treats team members with dignity, courtesy, and respect.

 

Experience and Training Guidelines:

 

For positions with more than one level, all listed requirements at the lower levels are required at the higher levels. Any combination equivalent to experience and training to provide the required knowledge, skills, and abilities may be qualifying.  Knowledge, skills, and abilities may be obtained through:

 

Customer Service Representative I

 

Experience:

 

This is an entry level position.

 

Previous data entry and transcription is preferred.

 

Previous experience within the Law Enforcement or Legal discipline is preferred.

 

Education/Training:

 

A high school diploma or GED is required.

 

License or Certificate:

 

A valid current Texas driver license, the ability to obtain one within ninety (90) days of employment, or a military waiver is preferred.  

 

Customer Service Representative II

 

Experience:

 

One (1) year as a Customer Service Representative I or equivalent is required.

 

Education/Training:

 

A high school diploma or GED is required.

 

License or Certificate:

 

A valid current Texas driver license, the ability to obtain one within ninety (90) days of employment, or a military waiver is preferred.  

 

Special Requirements:

 

Essential duties require the following physical skills and work environment:

 

Bloodborne Pathogens training, HazCom training, and HIPAA Compliance training are required within sixty (60) days of employment.

 

Must be at least 18 years of age.

 

Pass a Criminal Justice Information System (CJIS) background check.

 

No felony or Class A-Misdemeanor convictions.

 

No Class B-Misdemeanor convictions in the past ten (10) years.

 

No pending Class B-Misdemeanor or higher charges.

 

US citizenship is required.

 

Work on weekends and holidays.

 

Work during extreme weather conditions.

 

With or without accommodation, the “X” indicates the overall strength demand of the position during a typical workday:

 

___     Sedentary – lifting of no more than 10 pounds

 

___     Light – lifting no more than 20 pounds; carrying up to 10 pounds

 

_X_     Medium – lifting no more than 50 pounds; carrying up to 25 pounds

 

___     Heavy – lifting no more than 100 pounds; carrying up to 50 pounds

 

___     Very Heavy – team lifting over 100 pounds; carrying more than 50 pounds

 

Physical Demand Codes:  The following describes whether or not the position is expected to exert the physical demands listed during a typical workday as well as the overall frequency of the task:

 

Codes for how often:

 

N         =          No

 

E         =          Extensive (100 – 70% of the time)

 

M         =          Moderate (60 – 30% of the time)

 

I           =          Infrequent (20 – 10% of the time)

 

A         =          Almost Never (<10% of the time)

 

Code / Task

 

_M_    Standing

 

_E_     Sitting

 

_M_    Walking

 

_I _      Lifting

 

_I _      Carrying

 

_I _      Pushing/Pulling

 

_I _      Overhead Work

 

_E_      Fine Dexterity

 

_I  _     Kneeling

 

_I__     Crouching

 

_A_     Crawling

 

_I _      Bending

 

_I__   Twisting

 

_I__   Climbing

 

_E_     Balancing

 

_E_     Vision

 

_E_     Hearing

 

_E_     Talking

 

___     Other:  _____________________