Customer Service Specialist

Salary : $31,075.20 Annually

Location : Bi-State-Texarkana, TX

Job Type : Customer Service Specialist

Job Number : 00525

Department : Central Records & Communications

Opening Date : 01 / 09 / 2025

Closing Date : Continuous

GENERAL PURPOSE

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.

SUPERVISION RECEIVED

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

SUPERVISION EXERCISED

None.

SAFETY SENSITIVE DESIGNATION

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

ESSENTIAL DUTIES AND RESPONSIBILITIES

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.

PERIPHERAL DUTIES

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

Education and Experience :

A) Graduation from a high school or GED equivalent.

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

Necessary Knowledge, Skills, and Abilities :

• 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.

SPECIAL REQUIREMENTS

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.

TOOLS AND EQUIPMENT USED

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

PHYSICAL DEMANDS

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.

WORK ENVIRONMENT

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.

The City of Texarkana, Texas provides three weeks of paid vacation and three weeks of paid sick leave per year as well as 13 paid holidays per year.

Retirement benefits are through the Texas Municipal Retirement System with the City contributing at a rate of 2 to 1 and the employee contributing 7% each paycheck to TMRS. Employees are vested after five years and may retire after either twenty years of service at any age or at age 60 as long as they are vested.

Retirement benefits for the Fire Department are paid through the Firemen's Relief and Pension Fund and employees are eligible to retire after twenty years of employment.

A voluntary 457 deferred compensation program through MissionSquare is also offered to all City employees.

The City of Texarkana, Texas provides health, dental, and vision insurance to its employees at a minimal cost. Life insurance equal to one times your annual salary is offered at no cost to the employee with supplemental life and dependent life insurance also available but is paid by the employee. Insurance becomes effective the first of the month following thirty days of employment.

Please explain any gaps in your employment history. If no gaps exist, answer "N / A".

Do you have a high school diploma or GED equivalent?

What have been your primary duties in your previous customer service roles? Check all that apply.

Do you have previous work experience with any of the following financial transactions? Check all that apply.

Have you ever worked in a municipal or government setting? If so, please describe your role and duties.

Do you have experience reading and interpreting legal terminology?

Do you have the ability to occasionally lift and / or move up to twenty-five (25) pounds?

Have you been convicted of or plead guilty to a felony in the last seven (7) years?

If your answer is "Yes", provide the date(s), court or jurisdiction, and court's determination and explain in detail.

COMMENTS : If your "Yes" or "No" answer needs more clarification, please provide that information here and note the number of the question you are referencing.

Required Question

Salary : $31,075