Customer Service Specialist

Customer Service Specialist

To perform a variety of routine and complex tasks in support of the police records function while working directly with the public and other intergovernmental personnel in accordance with the functions, policies, and practices of Central Records and Communications.

Works under the direct supervision of the Data Management Manager and broad supervision of the Central Records and Communications Manager.

None.

This position is not designed as a safety sensitive position and is not subject to random drug screening.

Provides support and assistance to police personnel, the public and other organizations and agencies regarding police records via telephone, fax, or in-person.

Provides records to the public, department personnel and other governmental agencies as requested under strict observance of the Texas Public Information Act and the Arkansas Freedom of Information Act guidelines.

Performs local background checks for citizens, prepares criminal history letter, and releases it to the appropriate person or entity.

Performs receptionist duties by answering telephones, greeting visitors and directing the public to appropriate departments either in person or over the phone; transfers phone calls to appropriate parties when necessary.

Collects fees for copies of reports, issues receipts and distributes money accordingly. Occasionally collects monies for fines, bonds, etc.

Opens and distributes USPS and interdepartmental mail to department personnel.

Researches and compiles information using computer and business related software.

Cross-train in other areas as assigned.

Manage multiple tasks, assignments, and projects simultaneously while under strict deadlines.

Must arrive at work on time and must maintain a regular and reliable level of attendance.

Attend workshops / seminars or other required training applicable to the job requirements that may involve overnight travel.

Travel to nearby off-site storage facilities to retrieve reports as needed using department vehicle.

Performs other duties as required and assigned by the Data Management Manager and / or the Central Records & Communications Manager.

Graduation from a high school or GED equivalent.

Ability to type thirty-five (35) wpm with a high degree of accuracy preferred.

Knowledge of business English, spelling, punctuation, and arithmetic.

Knowledge of modern office practices, procedures, equipment, and standard clerical techniques.

Ability to maintain various types of filing systems; transfer information accurately by telephone, in writing, and in person.

Ability to learn and utilize computer operations.

Ability to tactfully handle potentially rude and / or irate citizens.

Ability to handle and account for sums of money.

Ability to adhere to strict confidentiality regarding all aspects of the job.

Ability to perform competently under stress when confronted with multi-tasking, high priority situations and distractions.

Must be prepared to work shift work, weekends, holidays, overtime, and be prepared for occasional changes in shifts and days off.

A valid drivers license.

Applicant must be able to pass a rigid background investigation and drug test.

Operates standard office equipment including but not limited to, desktop computer, multi-line telephone, shredder, copier / facsimile / printer, desktop scanner.

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.

The employee must occasionally lift and / or move up to 40 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is frequently required to walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms.

Talking : Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

Hearing : Able to hear average or normal conservation, hear phones ringing and / or buzzer for front window and receive ordinary information.

Repetitive Motion : Movements frequently and regularly required using the wrists, hands, and / or fingers. Requires repetitive stooping, kneeling, or crouching.

Visual Abilities : Average, ordinary visual acuity necessary to prepare or inspect documents or products or operate machinery.

Physical Strength : Must occasionally lift and / or move up to 40 pounds.

Finger Dexterity : Using primarily just the fingers to make small movements such as typing, picking up small objects, pinching fingers together, feel objects and tools, or controls.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.