Customer Service Representative

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 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

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. Licensures, Certifications and other requirements

The employee is required to possess and maintain a valid driver's license.

Education

High School Diploma or its equivalent is required.

Work Experience

Applicants must have at least one (1) year of specialized experience equivalent to at least theCS-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.

Work Environment

Work location is in an office environment. Work is sedentary and may require walking and standing in conjunction with travel and attendance at meeting and conferences away from the work site and carrying light items, such as laptops, papers, books, small parts, and driving an automobile.

Other Significant Factors

Promotion Potential: Promotional potential to the Grade CS-7/8

Your position is essential and subject to rotating shifts, to include weekends and holidays.

This position is deemed as Security Sensitive pursuant to Chapter 4 of the D.C. Personnel Regulations, in addition to the general suitability screening and criminal background check (pre-employment and periodic), individuals may be subject to the following checks and tests:

a. Traffic record check (as applicable);

b. Pre-employment drug and alcohol test (as applicable);

c. Consumer credit check (as applicable);

d. Reasonable suspicion drug and alcohol test;

e. Random drug and alcohol test;

f. Return to duty or follow-up drug and alcohol test; and

g. Post-accident or incident drug and alcohol test.

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.

Click here to review additional information Employee Disclosure & Information for Applicants