- Customer Service Representative - CS-0301-06
- Customer Service Representative - CS-0301-07
- Customer Service Representative - CS-0301-08
Customer Service Representative - CS-0392-06
Pay Grade: CS-0392-06
Job Family: General Administrative, Clerical, and Office Services
Service Type: Clerical and Administrative Support
FLSA Status: Non-Exempt
Job Summary
Under direct supervision, answers, screens, and process non-emergency calls from the general public for city services (trash, tickets, etc.) via Computer Aided Dispatch (CAD) service delivery tracking system as well as prepare and complete field reports of crimes and incidents and route the reports to MPD for follow-up investigation.
Major Duties and Responsibilities
Receives non-emergency calls from the public regarding city services, programs, and/or events as well as requests for services and complaints.
Operates CAD terminal to interface with the various systems, retrieve information and produce event records.
Determines nature of the inquiry, transmits call information, enters incident data into a service delivery tracking system
Prepares and completes assigned field reports/records of crimes and incidents. Routes reports throughout MPD for the follow up investigation by the detectives of the affected unit(s).
Core Competencies
Basic knowledge of City Services, programs, and special events. Knowledge of and skill in telephone etiquette and procedures.
Skill in understanding and remembering information presented through oral instructions, written directives, or received by telephone and radio communications.
Basic computer skills and the ability to operate a service delivery tracking system to receive, record, relay and monitor non-emergency calls.
Licenses, Certifications, and Other Requirements
None.
Basic Qualifications
Degree Required: None.
Work Experience: Specialized work experience directly related to the position.
Customer Service Representative - CS-0392-07
Pay Grade: CS-0392-07
Job Family: General Administrative, Clerical, and Office Services
Service Type: Clerical and Administrative Support
FLSA Status: Non-Exempt
Job Summary
Under general supervision, answers, screens, and process non-emergency calls from the general public for city services (trash, tickets, etc.) via Computer Aided Dispatch (CAD) service delivery tracking system as well as prepare and complete field reports of crimes and incidents and route the reports to MPD for follow-up investigation. May use Language Access Line.
Major Duties and Responsibilities
Receives non-emergency calls from the public regarding city services, programs, and/or events as well as requests for services and complaints.
Obtains vital/all necessary information to ensure a prompt and appropriate response to particular situations(s) and documents an accurate and complete report of the incident.
Ensures that appropriate steps are taken to follow up on information received when the preliminary investigation determines that the report should be handled by the Telephone Reporting Unit.
Forwards non-English speaking callers to the Language Line and communicates through teletype devices with deaf persons who have requested a police report, as necessary.
Core Competencies
Thorough knowledge of City Services, programs, and special events. Knowledge of and skill in telephone etiquette and procedures.
Skill in understanding and remembering information presented through oral instructions, written directives, or received by telephone and radio communications.
Ability to forward foreign speaking calls to the Language Access Line and communicate through teletype devices.
Licenses, Certifications, and Other Requirements
None.
Basic Qualifications
Degree Required: None.
Work Experience: Specialized work experience directly related to the position.
Customer Service Representative - CS-0392-08
Pay Grade: CS-0392-08
Job Family: General Administrative, Clerical, and Office Services
Service Type: Clerical and Administrative Support
FLSA Status: Non-Exempt
Job Summary
Under limited supervision, answers, screens, and process non-emergency calls from the general public for city services (trash, tickets, etc.) via Computer Aided Dispatch (CAD) service delivery tracking system as well as prepare and complete field reports of crimes and incidents and route the reports to MPD for follow-up investigation. May use Language Access Line.
Major Duties and Responsibilities
Receives non-emergency calls from the public regarding city services, programs, and/or events as well as requests for services and complaints.
Identifies critical situations and alerts supervisor on complicated and unusual situations such as bomb threats, kidnapping, line trace.
May be required to give testimony in court in reference to the information obtained through preliminary investigation in the event that an arrest is made through the follow up investigation.
Forwards non-English speaking callers to the Language Line and communicates through teletype devices with deaf persons who have requested a police report
Core Competencies
Receives non-emergency calls from the public regarding city services, programs, and/or events as well as requests for services and complaints.
Identifies critical situations and alerts supervisor on complicated and unusual situations such as bomb threats, kidnapping, line trace.
May be required to give testimony in court in reference to the information obtained through preliminary investigation in the event that an arrest is made through the follow up investigation.
Forwards non-English speaking callers to the Language Line and communicates through teletype devices with deaf persons who have requested a police report
Licenses, Certifications, and Other Requirements
None.
Basic Qualifications
Degree Required: None.
Work Experience: Specialized work experience directly related to the position.