Sr. Customer Service Representative

Job Description:

Sr. Customer Service Representative

Description

Sr. Customer Service Representative
at The City of Fort Worth
Comm and Public Engagement

Pay Range: $21.26/hr. - $26.57/hr.

Job Posting Closing on: Sunday, August 24, 2025

Workdays & Hours: Various shifts totaling 40 hours per week, between the hours of Monday - Friday, 7am - 6pm and Saturday, 7am - 4pm.

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 Sr. Customer Service Representative job is available with the City of Fort Worth Communications & Public Engagement department in the Customer Care division. This position provides customer service via telephone and chat in a high-volume call center environment (must be able to take 100+ phone calls and 25+ chats per day); log all customer service request in customer management systems; cross reference information using a variety of computer software; oversee and participate in the more complex and difficult work. Employees are responsible for providing a wide variety of customer service support for various departments; and provide a variety of technical tasks related to customer inquiries and complaints in a timely and efficient manner. Must have the ability to multi-task and maintain a positive customer service outlook.

Minimum Qualifications:

• High School Diploma or GED
• Three (3) years of customer service experience in a high-volume call center environment.

Preferred Qualifications:

• Experience with CRM systems
• Experience working in a call center environment handling inbound calls
• Experience with chats
• Extensive telephone contact skills and experience
• Bilingual skills, English/Spanish.

The Sr. Customer Service Representative job responsibilities include:

• Must be able to take 100+ phone calls per day.
• Must be able to take 25+ chats per day.
• Responds to customer inquiries and complaints in a timely and efficient manner; resolves problems within area of assignment; and explains applicable policies and procedures.

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, repetitive motions, climbing, balancing, pushing, pulling and lifting

Sedentary Work - Depending on assignment, positions in this class typically exert up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or or constantly having to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Apply Now! Come be part of something special in Fort Worth.

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.

Closing Date/Time: Sunday, August 24, 2025

Salary:

$21.26/hr. - $26.57/hr.