Customer Service Clerk II - Patrol North

The Customer Service Clerk 2 plays a vital role in providing high-quality clerical and public contact services within the Patrol North unit, combining independent work with collaboration among supervisory staff to effectively address customer inquiries and complaints. Key responsibilities include engaging with the public both in person and over the phone to resolve issues and foster positive community relations, maintaining accurate customer records to ensure organizational efficiency, and demonstrating strong problem-solving abilities in managing escalated calls and inquiries. This role requires attention to detail, effective communication skills, and the ability to navigate law enforcement systems to provide accurate and timely service.

Bargaining Unit: Service Employee's International (SEIU)

**Employees within the department or division shall be given first consideration**

• Receives service inquiries from customers by phone or personal contact.
• Responds to numerous inquiries and/or complaints concerning customer services provided, and either resolves a complaint refers it to an appropriate person when necessary.
• Provides information to the public regarding specific services provided.
• Compiles requests for service, and routes them to the appropriate area for response.
• May bill customers for assigned services or sales, or collect various fees.
• May assist a supervisor with work scheduling and other supervisory matters.
• May handle calls and inquiries escalated from first-line customer service staff.
• Maintains customer records, records concerning code enforcement, or other records as appropriate to assigned function.
• May handle billing for special services.
• May use a two-way radio to inform field staff of urgent maintenance or repair needs.
• Completion of work assignments may require the operation of a vehicle.
• These examples are not intended to all inclusive.
• Other related duties may be assigned as needed.

• May require knowledge of call center procedures and techniques
• Ability to use a computer to access, interpret, and record information
• Ability to quickly develop knowledge of rules and regulations relevant to the service provided
• Ability to accept and respond to a steady volume of requests for information and/or service, both in person and over the phone
• Ability to access records in file cabinets, books and/or on microfilm
• Ability to develop and maintain effective working relationships with associates, employees of other departments, representatives of other organizations, and the public
• May require ability to develop and use spreadsheets involving basic mathematical and statistical operations
• May require ability to move up to 25-lb. loads of records, generally contained in boxes or drawers
• May require ability to effectively plan, organize and supervise the work of others
• Ability to communicate clearly and effectively, both orally and in writing
• May require ability to use or learn to use a two-way radio
• May require the ability to acquire and maintain a valid Kansas driver's license
• An employee shall not pose a direct threat to the health or safety of other individuals in the workplace
   

Required Experience and Training

• High school Diploma
• Two years of experience in public contact work and record-keeping within a customer service setting, which involves engaging with clients or the public to address their needs, provide assistance, and resolve issues through various channels, including in-person, phone, and email communication.
• One year of experience performing data entry and general computer use, including entering, updating, and verifying information in computerized record management systems and using Microsoft Office (Excel, Word, Outlook) or programs for documentation, report generation, and communication.
• Must be legally authorized to work in the United States without the need of a sponsorship.  
• Attainment of passing scores on pre-employment tests. Candidates with required experience and training will be required to take the following assessments:

1. Basic Reading Comprehension
2. Computer Literacy - Basic
3. Customer Service Mindset Survey 
4. Data Entry 10 Key
5. Typing - Genral (5 Minutes Onscreen)

Preferred Experience and Training

• 1 year of experience in a customer service role within a law enforcement or public safety environment.

Salary : $19 - $26