Customer Service Rep

The Metropolitan Police Department (MPD) offers an attractive benefits package. The benefits package includes competitive compensation, health insurance, prescription drug coverage, dental, vision, short- and long-term disability and life insurance, as well a strong retirement benefit and savings options. Employees are also eligible for our employer contributed 401a plan after one year of employment. Additional perks such as discounts on wireless carriers, gym memberships, amusement park tickets and much more! Additional information can be found at: DCHR Benefits

This is an agency-wide position located in the District of Columbia Metropolitan Police Department, (MPD). The position description is designed for use in all Metropolitan Police Department Bureaus.

The position description depicts generalized duties and responsibilities required for performing customer service representative duties. The incumbent is responsible for efficient management of customer experience specifically through telephone calls, emails, in-person/walk-in, as well as a variety of administrative duties that support the Agency wide operations.

This Customer Service Representative 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.

The incumbent will be responsible for the following:

• Welcomes and greets visitors to the Office and responds to inquiries relating to general agency/bureau information, request for telephone numbers, and refers visitors and telephone inquiries to the appropriate destination. Determines the nature of the inquirers’ question or issue; explains technical information, gathers facts, evaluates evidence, and takes action to resolve problems.
• Manages files, documents, and other employee documentation appropriately. Provides general information to sworn and civilian employees of the Department and the public.
• Plans, organizes, and implements the day-to-day activities of Office, including receipt and distribution of bureau/unit’s civilian and sworn unit documents.
• Keeps abreast of current events within the organization in order to respond to telephone, email, and in-person inquiries.
• Performs a variety of routine and non-routine administrative support duties for the department operations.
• Tracks in-coming and out-going correspondence/transactions through an automated database system and prepares periodic activity reports as requested.
• Responds to requests from employees, law enforcement, investigative officials, the public, and ensures that proper release authorization and identification are appropriate prior to disclosure of information.
• Performs other related duties as assigned.

Qualifications

• 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 (including filling, archiving, scanning, distribution, etc.), 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.
• Demonstrated ability to assist visitors to the Police District in a professional and polite manner and to exercise tact and discretion when interacting with agitated, hostile and uncooperative persons.
• Courteous, good listening skills and ability to control outward emotions while handling difficult customers and individuals of different background. Ability to explain solutions in different ways until the customer understand.
• 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.

Licensures, Certifications and other requirements

N/A.

Education

High School Diploma or its equivalent required.

Work Experience

Applicants must have 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. Specialized experience is defined as experience that equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position directly related to the position. Specialized experience for this position includes experience applying principles and processes to perform customer service work; communicating both orally and in writing; applying administrative and customer service procedures; and using various software applications.

Work Environment

Work is performed in an office setting and the MPD’s locations throughout the District of Columbia.

Other Significant Factors

Promotion Potential: This position has promotion potential to the grade 8.

This position is subject to enhanced suitability screening. A background investigation, to include a criminal, traffic and credit check are required for positions with the Metropolitan Police Department.

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. District residents who received a high school diploma from a District of Columbia Public Schools high school or District of Columbia Public Charter School high school or received a GED or its equivalent from the District of Columbia will receive priority consideration for this entry-level position. Applicants must provide a high school transcript, GED certificate, high school diploma, or other applicable documentation along with verification of District residency before the District government may extend a final offer of employment.

The District of Columbia Government is an Equal Opportunity Employer: all qualified candidates will receive consideration without regard to race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability. Sexual harassment is a form of sex discrimination, which is also prohibited. In addition, harassment based on any of the above-protected categories is prohibited.

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