Customer Service Clerk II

As a Customer Service Clerk 2 with the Wichita Police Department, you’ll play a crucial role in supporting law enforcement by delivering exceptional front-line administrative support. This highly visible position helps maintain the accuracy and integrity of police records, provides direct assistance to the public, and ensures timely handling of non-emergency reports such as larceny, traffic accidents, fraud, and runaway incidents.

You’ll use your organizational skills and professionalism to navigate complex systems, respond to sensitive inquiries, and maintain data in the department’s records management system (NICHE). With responsibilities ranging from answering public questions in person and by phone, to ensuring reports comply with KIBRS/NIBRS standards, your contributions will directly support public safety and efficient department operations.

If you are detail-oriented, thrive in high-volume environments, and are committed to service excellence, this role gives you the opportunity to make a meaningful impact every day.

**Employees within the department or division shall be given first consideration**

**Posting may close at any time **

Essential functions may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by an employee in this role; employees may be assigned duties which are not listed below.

The Customer Service Clerk II (BOF position) can complete non-emergency Police reports including traffic accidents, larceny reports, fraud cases and runaway reports.

• Customer Service Clerk II maintains the records filing system and/or database used to manage, access, and preserve electronic and paper records of criminal justice activities.
• Assist, provide information, and responds to questions and concerns from the general public, departmental staff, and other agency personnel in person, electronically, and by phone.
• Receives calls for service from individuals at the police department and forwards information to the appropriate channels. Responds to public information requests from other local agencies in accordance with state law and city and departmental policies.
• Must demonstrate effective verbal and written communication. Comprehends and applies rules and regulations, and applicable laws and ordinances. Has the ability to handle and maintain confidential information; proficiency. Regular attendance and punctuality are an essential function of this job.
• Working knowledge of office practices, procedures, equipment, and software, including word processing, spreadsheet, and other software applications; rules of grammar; practices of document preparation; statutes and ordinances regulating the distribution of information and other applicable laws or ordinances.
• Multitask with numerous and frequent interruptions. Work well under pressure and respond courteously to customers’ inquiries which may be at times controversial or adversarial. Maintain effective working relationships with other City employees, supervisory personnel and outside organizations related to the operation of the police department; Make sound and reasonable decisions in accordance with laws, ordinances, regulations and established procedures;
• Ensures the accuracy of incident, accident and other reports generated by members of the police department to ensure the records are accurate, complete and meet all National Incident Based Reporting System and Kansas Incident Based Reporting System (NIBRS and KIBRS) requirements for electronic and paper submission. Scans various documents into the records management system when required.
• Learn department functions thoroughly in order to provide general information and explain detailed departmental processes and procedures.
• May be required to serve as a Notary Public for the State of Kansas.
• Successfully pass an in-depth background investigation to include no felony convictions.

• 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

• High School Diploma or GED
• Two (2) years of experience in a customer service role that involved face-to-face or phone interaction with the public to resolve inquiries, complaints, or service issues in a professional setting.
• One (1) year of experience performing data entry, using computer systems to input, retrieve, and update records or documentation (e.g., Microsoft Office Suite: Excel, Outlook, Word).
• Must be legally authorized to work in the United States without the need for 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. Business Etiquette
3. Computer Literacy – Basic
4. Data Entry 10 Key [Onscreen]
5. Office Reasoning Sample - People Management

Preferred Experience and Training

• Two (2) years of experience working in a customer service capacity within a law enforcement agency or public safety organization (e.g., police department, sheriff’s office, fire department), assisting with intake, report preparation, or public inquiries related to non-emergency incidents.

Starting pay for current City employees will be determined by City of Wichita policy or applicable bargaining unit agreement.

Offers of employment are contingent upon passing a pre-employment physical, which includes drug screening, and upon satisfactory evaluation of the results of a criminal record check.