The City of Fort Worth
Sr. Customer Service Representative
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Sr. Customer Service Representative
Senior Call Center Customer Service Representative
The City of Fort Worth – Water Department
Pay and Compensation
- Hourly Rate: $21.26 – $26.57/hr.
- Annual Salary: $44,219 – $55,230
- Position Type: Full-time temporary (approved through September 30, 2026), renewed based on funding availability.
- Closing Date: Thursday, July 9, 2026
About the Role
The Senior Call Center Customer Service Representative will work in the Water Customer Relations Section of the The City of Fort Worth Water Department, handling inbound calls with excellence in a fast-paced contact center environment.
You will serve over 1 million residents, upholding the City’s values of:
- Exceptional customer experience
- Mutual respect
- Diversity & inclusion
- Continuous improvement
- Ethical behavior and accountability
Work Schedule & Conditions
- Availability: Must work any shift between 7:00 am and 7:00 pm, Monday–Friday (overtime as needed).
- Physical Demands:
- Sedentary with occasional movement (lifting up to 10 lbs, walking, standing, etc.).
- Frequent talking, hearing, typing, and phone use.
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Responsibilities
-
Customer Interactions:
- Handle high volumes of inbound calls via Automated Call Distribution (ACD) system.
- Resolve complicated water utility service inquiries (connections, disconnections, start-ups).
- Address billing, consumption, and payment issues with accuracy.
-
Service Excellence:
- Ensure one-call resolution for customer issues.
- Research, document, and follow up on unresolved service requests.
- Consistently log data into a CRM system (PeopleSoft) and ensure actionable routing.
-
Performance Metrics:
- Meet or exceed Key Performance Indicators (KPIs) set by the department.
Minimal Qualifications
- High school diploma or GED.
- 3 years of professional customer service experience.
Preferred Qualifications
- Bilingual (English & Spanish).
- Experience with:
- PeopleSoft (CRM) or HTE/Sungard Utility Billing System.
- Contact center ACD systems with at least 1 year of experience.
- Strong data entry, listening, communication (verbal/written), and typing skills.
- Ability to thrive in a high-pressure environment.
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Benefits
- 11 Paid Holidays
- Medical, Dental, Vision
- Paid Time Off (PTO)
- Pension Plan
- Professional Development Opportunities
Equal Employment Opportunity & Accommodations
The City of Fort Worth is an Equal Opportunity Employer. All candidates will be evaluated without regard to race, disability, age, gender, or other protected statuses. Reasonable accommodations are provided for interviews and Workplace needs.
Selected candidates must pass pre-employment screenings (including criminal background checks and drug tests). Decision on criminal convictions will be based on case-by-case assessment.
Payment: Direct deposit only.
The City of Fort Worth values diverse perspectives and strives to make all positions accessible.
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