Customer Service Clerk II

Salary: $18.63 - $26.33 Hourly
Location : 3015 E. 21st St. N., KS
Job Type: Full-time
Job Number: Cust Svc Clerk 2 Patrol North
Department: Police
Division: POLICE Operations
Opening Date: 03/31/2025
Closing Date: 4/14/:59 PM Central
Bargaining Unit: 2000
Max Number of Applicants: 40

The City of Wichita is NOT an E-Verify Employer.
Distinguishing Features of Work
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.
Workdays and Hours - Monday - Friday 8:00am - 5:00pm
Bargaining Unit: Service Employee's International (SEIU)

Employees within the department or division shall be given first consideration
Posting may close at any time
Examples of Work Performed

• 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.

Requirements of Work

• 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
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.

Applicants have rights under Federal Employment Laws. Please find more information under the following links:
CITY OF WICHITA

FULL-TIME EMPLOYEE BENEFITS

1. VACATION - Most employees with less than five years employment earn 10 days of vacation per year. After five years, accrual rates increase at varying rates to varying maximums, depending on work schedule and/or union representation. Employees can accumulate and carry forward up to 240 hours each year.

2. HOLIDAYS - There are eleven paid holidays. Employees also receive one Personal Holiday that is granted after the first six months of employment.

3. SICK LEAVE - Sick leave accrual begins at one-half day per month. After five years, sick leave accruals are one work day per month. Employees can accumulate and carry forward all unused sick leave each year. Employees who use 24 hours (3 days) or less of sick leave in a calendar year earn a "Well Day." An additional "Well Day" can be earned following a year of perfect attendance.

4. HEALTH INSURANCE - UMR / United Healthcare provides two levels of medical and prescription drug plans. Both medical plan are PPOs and do not require selecting a physician or referrals for specialty care. Both medical plans include Teladoc virtual care (primary care/mental health benefits at no charge), Dario healthy living programs, and VSP Vision benefits. Pre-tax premium deductions are offered. The City contributes 80% of the premium cost towards medical, prescription drug and vision insurance.
5. DENTAL INSURANCE - Two Delta Dental plans are offered - Preferred and Traditional. The Delta Preferred plan requires using a dentist from a smaller network for a lower premium. The Delta Traditional plan allows use of any dentist, although benefits are higher using a dentist from the large Delta network. Benefits under both plans are the same (with the exception of some Orthodontic benefits) Pre-tax premium deductions are offered.
6.LIFE INSURANCE - Low-cost voluntary term life insurance is available. Employees pay one-third of the cost. The amount of Basic Life coverage is two times annual pay up to a determined maximum amount. Dependent coverage is available at $20,000 spouse / $10,000 child(ren) for an additional $0.14 per pay period. Accidental death and dismemberment coverage is included. The plan is through MetLife.
7.SUPPLEMENTAL LIFE - Additional voluntary employee-paid term life insurance is available from MetLife at low group rates. Participation in Basic Life is required. The Life Insurance plans are portable.
8. LONG-TERM DISABILITY INSURANCE- The voluntary employee-paid group disability plan from MetLife provides 60% of pre-disability income for injury or health related disabilities. Premiums are determined by income and age.

9.VOLUNTARY ACCIDENTAL DEATH & DISMEMBERMENT - Voluntary employee-paid AD&D from MetLife offers coverage for accidental death and dismemberment.

10.RETIREMENT - The City offers two retirement plans - Wichita Employees (WER) Plan 3, and Commissioned Police & Fire Plan C-79. The WER plan is a defined contribution plan; Police & Fire is a defined benefit plan. Both are contributory - employees and the City share the cost.

11.FLEXIBLE SPENDING ACCOUNTS - Employees may elect to make FSA pre-tax deductions for dependent care and/or unreimbursed medical expenses, reducing the cost of these expenses by eliminating taxes on the amount deducted.
12. LONG-TERM CARE INSURANCE - This plan from UNUM offers facility and home care benefits for employees, spouses, and some other family members. Several options for benefit amount and duration, and specific plan features, are available.
13.MORE BENEFITS & SERVICES
Deferred Compensation Investment Program
Employee Discounts and Wichita Employee Association (WEA)
Bereavement Pay
Employee Emergency Assistance Fund
Voluntary Shared Leave Program
Training Programs
Longevity Pay
Credit Union
Employee Assistance Program (EAP)
Injury Leave (on-job injury)
Community Volunteer Events
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The following validates my highest level of education

• Some High School
• High School/GED
• Some College
• Associates Degree
• Bachelors Degree
• Masters Degree
• Doctorate/JD

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