Customer Service Representative
4 days ago
The Metropolitan Police Department is seeking a highly skilled Customer Service Representative to join our team. As a key member of our organization, you will be responsible for providing exceptional customer service to the public, employees, and law enforcement officials.
Key Responsibilities- Welcoming and greeting visitors to the office, responding to inquiries, and referring visitors and telephone inquiries to the appropriate destination.
- Determining the nature of the inquirer's question or issue, explaining technical information, gathering facts, evaluating evidence, and taking action to resolve problems.
- Managing files, documents, and other employee documentation appropriately.
- Providing general information to sworn and civilian employees of the Department and the public.
- Planning, organizing, and implementing the day-to-day activities of the office, including receipt and distribution of bureau/unit's civilian and sworn unit documents.
- Keeping abreast of current events within the organization to respond to telephone, email, and in-person inquiries.
- Performing a variety of routine and non-routine administrative support duties for the department operations.
- Tracking in-coming and out-going correspondence/transactions through an automated database system and preparing periodic activity reports as requested.
- Responding to requests from employees, law enforcement, investigative officials, the public, and ensuring that proper release authorization and identification are appropriate prior to disclosure of information.
- High School Diploma or its equivalent required.
- At least one (1) year of specialized experience equivalent to at least the CS-06 grade level, or its non-District equivalent, gained from the public or private sector.
- Knowledge of principles and processes for providing customer and personal services, including customer needs assessment, quality standards for services, and evaluation of customer satisfaction.
- Knowledge of administrative and customer service procedures and systems, skills in document management, transcription, and ability to draft and proofread correspondences.
- Ability to interpret and apply District Personnel Record Management & Privacy laws, guidelines, procedures, and understanding of the Metropolitan Police Department's organizational units, functions, and locations.
- Ability to define and resolve problems effectively, establish facts, and draw valid conclusions.
- Ability to perform extensive research, data entry, and interact with the public and internal customers.
- Ability to maintain a positive representation of the Agency, creates a positive and motivating environment to enhance employees' performance and customer satisfaction.
- Good document management skills, ability to multitask, and maintain the confidentiality of information.
- Courteous, good listening skills, and ability to control outward emotions while handling difficult customers and individuals of different background.
- Excellent communication skills both orally and in writing, including use of proper English, grammar, spelling, and punctuations.
- Proficient in Microsoft Office (Outlook, Excel, Word, Access, OneNote, PowerPoint) and internet applications.
The Metropolitan Police Department offers a competitive benefits package, including health insurance, prescription drug coverage, dental, vision, short- and long-term disability, and life insurance. Employees are also eligible for our employer-contributed 401a plan after one year of employment. Additional perks include discounts on wireless carriers, gym memberships, amusement park tickets, and more.
This is an agency-wide position located in the District of Columbia Metropolitan Police Department. The position description is designed for use in all Metropolitan Police Department Bureaus.
The position is covered under the National Association of Government Employees (NAGE) bargaining unit, and you may be required to pay an agency fee through direct payroll deductions.
This position has promotion potential to the grade 8.
The incumbent is required to possess and maintain a valid motor vehicle operator's permit.
This position is part of the Pathways to Government Employment Partnership Program.
The District of Columbia Government is an Equal Opportunity Employer.
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