Records/Id - Customer Service Representative I, II - Police Records

About the Role

Under general supervision, this position performs a variety of responsible clerical, secretarial, administrative, and bookkeeping duties with considerable public contact.

Responsibilities

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 using headphones or earbuds.
• Transcribe narratives and interviews via dictation software and other digital media 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 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 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 positions, as assigned.

Other Job-Related Duties

• Perform other job-related duties and responsibilities as assigned.

Requirements

Knowledge Of:

• Principles and practices of excellent customer service.
• General office practices and related software applications.
• English language, vocabulary, proper spelling, grammar, and punctuation.
• Procedures, principles, and policies of the Abilene Police Department and City of Abilene.

Skills To:

• Communicate effectively and professionally with customers and 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 computers, printers, copiers, fax machines, and dictation systems.
• 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.

Qualifications

Customer Service Representative I

• Experience: This is an entry-level position. Previous data entry and transcription experience is preferred. Previous experience within Law Enforcement or Legal disciplines 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.
• 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:

• 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.

Physical Demands

Essential duties require the following physical skills and work environment:

• Overall strength demand: Medium – lifting no more than 50 pounds; carrying up to 25 pounds.

Physical Demand Codes:

The following describes the frequency of physical demands during a typical workday:

• Standing: Moderate (60 – 30% of the time)
• Sitting: Extensive (100 – 70% of the time)
• Walking: Moderate (60 – 30% of the time)
• Lifting: Infrequent (20 – 10% of the time)
• Carrying: Infrequent (20 – 10% of the time)
• Pushing/Pulling: Infrequent (20 – 10% of the time)
• Overhead Work: Infrequent (20 – 10% of the time)
• Fine Dexterity: Extensive (100 – 70% of the time)
• Kneeling: Infrequent (20 – 10% of the time)
• Crouching: Infrequent (20 – 10% of the time)
• Crawling: Almost Never (<10% of the time)
• Bending: Infrequent (20 – 10% of the time)
• Twisting: Infrequent (20 – 10% of the time)
• Climbing: Infrequent (20 – 10% of the time)
• Balancing: Extensive (100 – 70% of the time)
• Vision: Extensive (100 – 70% of the time)
• Hearing: Extensive (100 – 70% of the time)
• Talking: Extensive (100 – 70% of the time)