Police Customer Service Representative II

Introduction

This is responsible work involving research, analysis and problem solving of customer service issues. Bargaining unit position.

Nature Of Work

An employee in this class is responsible for performing tasks of more than average difficulty, which involve reviewing, processing, and/or investigating requests for and questions aboutpolice extra duty services, hourly billing charges and administrative fees, Officer hourly rates, vehicle inquires or other related matters. Under general supervision, employees performs both regular customer and/or police officer customer service, which requires considerable contact with the general public and might require the operation of a light weight motor vehicle. The employee serves in a lead capacity when required, providing assistance to lower level employees in resolving problems. Employee must exercise reasonable initiative and independent judgment as well as tact and courtesy while working in accordance with established guidelines. Work is reviewed while in progress and upon completion throughmeetings, oral and written reports, and observations of results obtained.

Examples of Duties

Answers and responds to inquiries by telephone, e-mail and in person related to extra duty job requests, officer pay rate information and questions/complaints regarding charges ;processes and monitors service requests and notifies customers about delinquent bills. Researches customer billing and officer payroll questions.

Reviews customer requests for employment to ensure it is within the extra duty conditions, recommends solutions to problems if any that arise with the customer; acts as liaison between officers and customers and responds to vehicle requests and researches vehicle information when necessary.

Audits data from computer system for control purposes; institutes collection procedures and notifies customers of delinquent accounts; completes billing and payroll on a regular basis; researches requests reference billing and payroll; conducts follow-up investigations to collect information when necessary.

Maintains accurate records; prepares reports to ensure checks and balances are in place reference payroll and billing records address and name changes, performs payment adjustments; operates computer to prepare forms, form letters, and daily/monthly logs; enters electronic billing data, payroll and other information; processes officer payroll in various forms to include pay voucher and master voucher; operates calculator and adding machine to perform, check, and verify calculations.

Oversees the assigned section in the absence of the supervisor; trains lower level personnel; prepares and records all public records requests in the absence of the records custodian.

Performs related work as required.

Knowledge, Skills & Abilities

Knowledge of: rules, regulations, procedures, and functions of the assigned area; laws, principles, and methods relating to office and/or inspection responsibilities of municipal sanitation and utilities services; waste collection and disposal methods and equipment; water and sanitary sewer operations; business office practices; the layout of the city and its geography; basic engineering principles, construction plans and specifications; mainframe and database systems.

Ability to: make mathematical calculations with speed and accuracy; meet the general public, deal with customer service issues with sensitivity and establish and maintain effective working relationships with others; analyze information and make appropriate recommendations; prepare clear and concise reports and maintain records using a variety of source materials; understand and follow complex oral and/or written instructions.

Physical Requirements

Mostly sedentary, indoors, requires extended use of computer, typing and viewing a monitor.

Minimum Qualifications

Graduation from an accredited high school and three (3) years of experience in the field of customer service, problem resolution, or field inspections, with one (1) year of experience relating to the assigned area; or an equivalent combination of training and experience.

Licenses or Certifications

Possession of a valid Florida driver's license might be required.

Conclusion

HELPFUL HINTS FOR COMPLETING YOUR APPLICATION: Please register before you begin the application process. This will enable you to view and re-use information from previously submitted applications to complete and submit any future applications. Please make certain your application is complete and the information you provide clearly demonstrates that you possess the minimum job qualifications as stated in the job announcement. Resumes can be submitted in support of an application, but not in lieu of an application. Resumes and copies of certifications or other required documents may be attached to your online application.