Customer Service Representative II

Customer Service Representative II

Police

Pay Range: $18.32 - $22.90/hr.

Job Posting Closing on:
Saturday, September 26, 2026

Workdays &

Hours:

Monday – Friday 8am – 5pm;
Some evening/weekend work required.

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.

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.…