Customer Service Representative II (Dallas Police) (Civil Service)

City of Dallas•Dallas, TX

1d•$22 - $22

About The Position

The Customer Service Representative II provides customer service and information about various city services. The role uses judgment and independent decision-making to resolve citizen complaints and respond to requests. The position is associated with Dallas Police and operates in a 24/7 environment with varying shifts. The representative handles customer inquiries and complaints, monitors call center interactions, maintains and corrects customer account records, investigates billing and payment issues, and processes transactions involving cash, checks, and money orders. The role also investigates problems and provides information to the public, attorneys, collection agencies, and city departments in accordance with city ordinances, regulations, policies, and procedures.

Requirements

High school diploma or GED.
Three years of customer service experience involving heavy phone or public contact and cashiering, data entry, account analysis, and/or complaint resolution.
Valid driver's license with a good driving record.
Must be able to complete Criminal Justice Information Systems (CJIS) certification/credentialing upon hire.
Must be available for varying shifts, including nights, weekends, holidays, and overtime, in a 24/7 operation.
Must be subject to working in inclement weather conditions.
Must pass an intensive background investigation and drug test.
Must have no felony or Class A misdemeanor convictions; no Class B misdemeanor convictions within the last 10 years; and no family violence convictions.
Must not currently be on deferred adjudication for any felony, Class A, or Class B misdemeanor.
Knowledge of professional customer service and call-taking skills.
Ability to determine concerns and service requests and identify courses of action.
Ability to interpret ordinances, codes, and departmental policy.
Ability to communicate effectively orally and in writing.
Ability to interact tactfully with employees and the public.
Ability to prepare clear and concise reports.
Ability to establish and maintain effective professional relationships.

Nice To Haves

PC/data entry skills.
Effective written communication skills.
Spanish/English bilingual skills.

Responsibilities

Receives, discusses, analyzes, and responds to walk-in customer inquiries about city services, including water and sewer accounts, park reservations, policies, procedures, and other service requests.
Monitors and handles call center calls and ensures customer service representatives conduct interactions professionally.
Updates customer accounts and records to determine whether service applications should be accepted or discontinued, whether meter inspections or replacements are needed, and whether accounts are accurate or delinquent; identifies when fines and arrest warrants should be cancelled.
Researches and initiates investigations of misapplied payments and billing complaints, determines causes, offers resolutions, and detects and corrects account errors, including determining appropriate billing adjustments.
Receives, verifies, and counts currency, checks, and money orders for water bills, traffic tickets, and court bonds, and issues payment receipts.
Endorses checks, prepares collections for deposit, makes cash refunds, and balances the daily journal according to policy and procedure.
Investigates problems and gathers and analyzes information to advise the public and resolve issues in compliance with city ordinances and regulations.
Assists attorneys, collection agencies, and city departments with requested information.
Performs other tasks as needed or assigned.