Police Records Customer Service Representative

Position Summary

Under the direct supervision of the Police Records Supervisor, the Records Customer Service

Representative is an entry level, uniformed, civilian employee of the St. George Police Department. The

SGPD Records CSR will primarily provide initial customer contact for the St. George Police Department

and must possess high quality customer service skills as they provide organization-wide information and

services along with receipting and fundamental records handling duties. Must possess and maintain

some knowledge of current laws, procedures and practices related to GRAMA.

Essential Functions (Essential functions, as defined under the Americans with Disabilities Act, may include the following

tasks, knowledge, skills, and other characteristics. The list of tasks is illustrative only and is not a comprehensive listing of all

functions and tasks performed by positions in this class.)

1. Responds to a high volume of customer inquiries, problems, and concerns by telephone and in person

at the Police Department Lobby to assist the public with information and services regarding GRAMA

requests, Police Reports, Civil Violations, and other inquiries.

2. Provides a high level of customer service for members of the Police Department and any other

agencies who contact the Police Department including, Attorney offices, Courts, outside law

enforcement, military, insurance, and outside agencies, as well as the general public. Requests and

releases are handled in person, by phone, through multiple electronic means. Employees must

respond in an efficient, accurate and timely manner.

3. Receive and process payments for Civil Violations, Police Reports, Donations, Evidence, and other

incoming payments; issues receipts; and distributes to appropriate funds by accurately entering

information into the cash receipting systems.

4. Research customer requests, problems, and complaints and initiates appropriate action in a timely,

professional manner. May refer difficult situations to supervisors.

5. Operates computer terminal to enter, retrieve, and update law enforcement incident information in the

Spillman RMS.

6. Limited Review, redaction, and dissemination of law enforcement records in accordance with State

Law and City Policy.

7. Maintains a high level of confidentiality and accountability as a member of the Police Department, in

compliance with State and Federal Laws.

8. Performs other related duties as required.

Typical Physical/Mental Demands/Working Conditions

Law Enforcement office environment dealing with external, internal, and outside agency customer service

requests (face-to-face, telephone, or otherwise). Light to medium physical effort, infrequent lifting of

weights up to 25 pounds. May include sitting or standing for extended periods while operating assigned

equipment. Considerable exposure to stress as a result of human behavior, including dealing with unpleasant,

angry, or discourteous individuals as part of the job requirements. Exposure to graphic and potentially

disturbing video, audio, and photographic materials associated with crimes of violence, lewdness, or other

criminal activities (death scenes, violent encounters involving citizens, officers, or both, etc.)

Note: This position will require a complete police department background check and a voice stress analysis

test.

Qualifications

Education and/or Experience: High school diploma or equivalent.

Knowledge, Skills, and Abilities

Knowledge of:

• City and Police Department policies and procedures governing all police and front office related activity.

• Principles and practices used in establishing, utilizing, and maintaining files and information retrieval

systems.

• Correct English usage and spelling, punctuation, and grammar.

• Basic recordkeeping, bookkeeping, and proper cash handling procedures.

• Providing a high level of customer service and accountability.

• Bilingual ability preferred.

Skills in:

• Customer Service and effective communication

• Office computer skills desirable, G Suite, Microsoft office, Windows, Spillman Records Management,

and other computer programs as required.

• Type 40 words per minute (net tested).

• Organization and filing

• Must have a strong orientation to confidentiality, accountability, detail and accuracy.

Ability to: (learn or perform)

• Efficiently and effectively use Spillman, State UCJIS computer system, and other computer programs

utilized by the City of St. George.

• Utilize and operate a personal computer, calculator, cash drawer, postage meter, copy machine, FAX,

and VOIP telephone.

• Learn relevant Government Records Access and Management Act (G.R.A.M.A.) laws for the position

• Perform work within established timelines with a minimal of direct supervision.

• Deal with a variety of personnel and situations within the police department as well as the public on a

daily basis.

• Establish and maintain effective working relations with elected City officials, department heads,

coworkers, supervisors, and other law enforcement, government, and private agencies and personnel.

• Effectively communicate with citizens, including the ability to elicit information from upset and irate

citizens to a satisfactory conclusion.

• Accurately enter police reports, other legal information and perform math calculations as required

• Research and compile data in an accurate and efficient manner.

• Exercise accurate cash handling skills and accountability.

• Understand and follow oral and written instructions.

• Communicate oral and written information clearly and concisely.

• Perform duties, exercise good judgment, and make sound decisions efficiently and accurately at all times

especially during pressured and stressful situations.

• Work in a paramilitary organization which relies on policies and procedures to govern dress code and

behavior of officers and civilians, including adhering to a specific Chain of Command for accountability.

• Occasionally work weekends or evenings during emergencies and/or large-scale incident/events in a

support capacity.

The Customer Service Representative will receive training and guidance in understanding the structure,

resources, and workflow of the Police Department in general, and the Records Unit’s role within the

organization.

Job Type: Full-time

Pay: From $35,052.00 per year

Experience:

• Google Suite: 1 year (Required)
• Windows: 1 year (Required)
• Microsoft Office: 1 year (Required)
• Customer service: 1 year (Required)

Work Location: In person

Salary : $35,052