Customer Service Rep (POOL)

This vacancy is advertised at grade 6, but applications will be considered from candidates at grades 6, 7, and 8.

Grade 6 - Minimum Range $46,437 Maximum Range $60,999
Grade 7 - Minimum Range $51,456 Maximum Range $67,548
Grade 8 - Minimum Range $56,503 Maximum Range $72,721

There is only one city in the country that can say it is the Nation's Capital Washington, D.C. Given that distinction, The Metropolitan Police Department is the premiere law enforcement organization in the city. We receive over 22 million visitors a year, have almost 700,000 residents, and 21,000 private business. The Department consists of more than 4,200 members: approximately 3,550 sworn members and over 650 civilian employees. We are one of the most diverse and highly trained departments in the country. We have the honor of safeguarding and protecting not only our nation's residents, but also people from all over the world.

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.

The 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, requests 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 agency in order to respond to telephone, email, and in-person inquiries.
• Performs a variety of basic administrative support duties for the department operations.
• Refers unresolved customer inquiries and grievances to designated bureau or unit for further investigation. Conducts follow-up to ensure that customer requests are resolved.
• May distribute, review, and collect forms and applications including basic processing of information.
• Performs other related duties as assigned.

Qualifications - Grade 6:

• Knowledge of principles and processes for providing customer and personal services, including customer, needs assessment, quality standards for services, and evaluation of customer satisfaction.
• Ability to operate computer equipment and software applications, e.g., Microsoft Word, Microsoft Access and Microsoft Excel.
• Excellent communication skills both orally and in writing, including use of proper English, grammar, spelling, and punctuations.
• Demonstrated ability to conduct business in a professional, tactful and courteous manner to individuals of various backgrounds and ethnicity.

Qualifications - Grade 7:

• 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.

Qualifications - Grade 8:

• Thorough knowledge 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.
• Thorough 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.
• Extensive knowledge of principles and processes for providing customer and personal services, including customer, needs assessment, quality standards for services, and evaluation of customer satisfaction.
• 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 customer satisfaction.
• Good document management skills, ability to multitask, and maintain the confidentiality of information.
• Demonstrated ability to assist visitors 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 is required.

Work Experience

Grade 6: Applicants must have at least one (1) year of specialized experience equivalent to at least the CS-05 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 is defined as experience in applying principles and processes to perform customer service work; communicating both orally and in writing; and operating computer equipment and software applications.

Grade 7: 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 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.

Grade 8: Applicants must have at least one (1) year of specialized experience equivalent to at least the CS-07 grade level, or its non-District equivalent, gained from the public or private sector . click apply for full job details