New

Customer Service Representative II

Police

Pay Range: $18.32/hr. - $22.90/hr. | $38,109 - $47,636 annual compensation 

Job Posting Closing on: Thursday, April 24, 2025

Workdays & Hours: Monday – Friday 8:15 am – 5:15pm

Benefits for this position include: 11 Paid Holidays, Medical, Dental, Vision, Paid Time Off, Pension Plan, Professional Development Opportunities, and much more.

The City of Fort Worth is one of the fastest growing large cities in the U.S. Our employees serve the needs of nearly 1,000,000 residents, promoting our values of exceptional customer experience, mutual respect, embracing our diversity, continuous improvement, ethical behavior, and accountability.

A Customer Service Rep II job is available with the City of Fort Worth Police Department / Records Division.

This position will provide the public, the department and other requesting agencies accurate records and data in a timely, courteous and professional manner; and to offer more convenient storage and access to essential and highly active or inactive documents via the Police Records Management Center (PRMC).

Minimum Qualifications:

  • High school diploma/GED.
  • Two (2) years responsible customer service experience and clerical experience.
  • Valid driver's license.

For jobs that require additional screens include under minimum qualifications:

  • Drug Screen, Polygraph, CJIS fingerprint background check.

Preferred Qualifications:

  • One (1) year experience working with confidential records, records control / management systems and accident reporting software. 
  • Experience with the Texas Public Information Act.
  • Bilingual skills, English/Spanish

The Customer Service Rep II job responsibilities include: 

  • Assist the general public, City Departments, State, Federal, and other law enforcement agencies with offense and accident records.
  • Respond to customer inquiries and complaints in a timely and efficient manner by following policy and procedures, state and federal laws that govern offense and accident records.
  • Receive and process Public Information Requests in the Freedom of Information Act software, following the laws governed by the State of Texas and Records and Information Management Division standards and procedures.
  • Perform duties of Police Management Center Liaison; receive, release and destroy records according to the guidelines of the Texas State Library and Records Information Management; schedule appointments for service of records. * This duty requires the ability to lift boxes that can weigh up to 30lbs. There are occasions that you will need to intake (or destroy) between 25 to 170 boxes at any given time.
  • Receive calls for service from the public, other law enforcement agencies, state and federal agencies.
  • Assist citizens at the Customer Service Window with their request for service.
  • Perform cashier duties relating to receiving and changing revenue.

Working Conditions

Depending on assignment, positions in this class typically require touching, talking, hearing, seeing, grasping, standing, stooping, kneeling, crouching, reaching, walking and repetitive motions. 

Applicants for this position must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility.  Due to CJIS requirements related to system access, the following will result in being disqualified for this position:  Felony Convictions, Felony Deferred Adjudication, Class A Misdemeanor Conviction, Class B Misdemeanor Convictions in the last 10 years, Class A Misdemeanor Deferred Adjudication, Class B Misdemeanor Deferred Adjudication in the last 10 years, an Open Arrest for Any Criminal Offense (Felony or Misdemeanor), and ALL Family Violence Convictions regardless of class.

 

Physical Demands

Light Work – Depending on assignment, positions in this class typically exert up to 20 pounds of force occasionally, up to 10 pounds of force frequently, and/or a negligible amount of force constantly having to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for the Sedentary Work category and the worker sits most of the time, the job is rated Light Work.

 

Conditions of Employment

The City of Fort Worth is proud to be an Equal Employment Opportunity employer.  It is the policy and practice of the City to recruit, hire, train and promote a diverse workforce without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or another non-merit factor.

The City of Fort Worth is committed to full compliance with the Americans with Disabilities Act. Reasonable accommodations may be made to enable qualified individuals with disabilities to participate in the job application or interview process and to perform essential job functions.

Candidates who do not meet the Education requirement, may be considered if they have more relevant work experience than the position requires. Those selected for employment will be required to pass Pre-Employment checks depending on the position requirements. Those could include, but are not limited to: criminal background check, drug screen, education verification, etc. criminal convictions will be considered on a case-by-case basis. Employees are paid by direct deposit only.

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