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

Process and review original case reports, arrest reports, and accident reports for accuracy and statistical data.

Hear, understand, and interpret dictated narratives via headphones/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.

Review, release, and sell Police reports while processing open records requests.

Handle large sums of money.

Review and release vehicles from the Police impound lot.

Proficiently operate various types of modern office equipment.

Fingerprint members of the public and other law enforcement agencies.

Review and code case reports for the purpose of reporting data to the State and Federal databases, specifically the FBI’s National Incident-Based Reporting System (NIBRS) and Violence Crime Apprehension Program (ViCAP).

Customer Service Representative II

Perform all duties related to the Customer Service Representative I position.

Assist in the training of new employees, as assigned.

Perform generalized duties of, and support for, the Customer Service Representative III – IBR Clerk and/or Open Records Clerk positions, as assigned.

OTHER JOB RELATED DUTIES

Perform other job related duties and responsibilities as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

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

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

Skill to:        

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

Type a minimum of 45 words-per-minute, preferred.

Ability to:                    

Speak in a clear, concise tone when dealing with customers, in-person or via telephone.

Provide excellent customer service to citizens.

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

Understand and follow oral and/or written instructions.

Courteously and tactfully assist citizens and City employees.

Maintain a high level of confidentiality.

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.

Special Requirements:

Weekend shifts.

Working on holidays.

Working during extreme weather conditions.

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

Must be at least 18 years of age.

US citizenship is required.

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.

Position involves repetitive tasks.

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

Essential duties require the following physical skills and work environment:

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

­­_X_     Sedentary – lifting of no more than 10 pounds

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

___     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

_I__    Balancing

_E_     Vision

_E_     Hearing

_E_     Talking

___     Other:  _____________________