Customer Service Representative II

The City of Fort Worth; Fort Worth (TX); On-site; USD 38,000 - 48,000; Full time

Benefits offered by this job

11 Paid Holidays

Medical

Dental

Vision

Paid Time Off

Pension Plan

Professional Development Opportunities

Job summary

The City of Fort Worth Police Department Records Division is seeking a Customer Service Representative II to provide accurate records to the public, department, and requesting agencies in a timely and professional manner.

The role involves assisting with offense and accident records, handling Public Information Requests, and serving as a PRMC liaison. Candidates must pass CJIS background checks, drug screening, and a polygraph. Strong customer service and clerical skills are essential.

Qualifications

• High school diploma or GED.
• Two (2) years of responsible customer service and clerical experience
• Valid driver’s license.
• Drug Screen, Polygraph, CJIS fingerprint background check

Responsibilities

• Assist the general public, City departments, and 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 established policies and procedures, as well as state and federal laws governing offense and accident records
• Receive and process Public Information Requests using Freedom of Information Act software, in accordance with State of Texas laws and Records and Information Management Division standards and procedures
• Perform duties of Police Records Management Center (PRMC) Liaison, including receiving, releasing, and destroying records in accordance with Texas State Library and Records Information Management guidelines; schedule appointments for records services. This duty requires the ability to lift boxes weighing up to 30 lbs. At times, intake or destruction of approximately 25 to 170 boxes may be required
• Receive calls for service from the public, other law enforcement agencies, and state and federal agencies
• Assist citizens at the Customer Service window with service requests
• Perform cashier duties related to receiving and making change for revenue

Skills

Customer service

Clerical experience

Communication

Education

High school diploma or GED

Job description

Job Posting Closing on: Saturday, September 26, 2026

Benefits for this position include: 11 Paid Holidays, Medical, Dental, Vision, Paid Time Off, Pension Plan, Professional Development Opportunities. Find Out More!

The City of Fort Worth is one of the fastest growing large cities in the U.S. Our employees serve the needs of over 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 Representative 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 with accurate records and data in a timely, courteous, and professional manner, and will offer more convenient storage and access to essential and highly active or inactive documents through the Police Records Management Center (PRMC).

Minimum Qualifications:

• High school diploma or GED.
• Two (2) years of responsible customer service and clerical experience
• Valid driver’s license
• Drug Screen, Polygraph, CJIS fingerprint background check

Preferred Qualifications:

• One (1) year of 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 Representative II job responsibilities include:

• Assist the general public, City departments, and 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 established policies and procedures, as well as state and federal laws governing offense and accident records
• Receive and process Public Information Requests using Freedom of Information Act software, in accordance with State of Texas laws and Records and Information Management Division standards and procedures
• Perform duties of Police Records Management Center (PRMC) Liaison, including receiving, releasing, and destroying records in accordance with Texas State Library and Records Information Management guidelines; schedule appointments for records services. This duty requires the ability to lift boxes weighing up to 30 lbs. At times, intake or destruction of approximately 25 to 170 boxes may be required
• Receive calls for service from the public, other law enforcement agencies, and state and federal agencies
• Assist citizens at the Customer Service window with service requests
• Perform cashier duties related to receiving and making change for revenue

Working Conditions and Physical Demands

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

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 to move objects. If the use of arm and/or leg controls requires exertion of forces greater than those for the Sedentary Work category and the worker sits most of the time, the job is rated as Light Work.

Final candidates selected for hire in the Police Department will be subject to a fingerprint/criminal history background check and polygraph examination. Applicants must not have used marijuana during the previous two (2) years, nor illegally used any controlled substances within the last five (5) years.

Criminal Justice Information Systems (CJIS) Background Check

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.

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.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in The City of Fort Worth’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.