Sr. Customer Service Representative - Call Center

Pay Range: $22.50 - $24.81/hr

Job Posting Closing on: Friday, July 21, 2023

Workdays & Hours: Monday - Friday 7am - 6pm; Saturday 7am -4pm.

Benefits for this position include: 11 Paid Holidays, Medical, Dental, Vision, Paid Time Off, Pension Plan, Professional Development Opportunities, and much more.

The City of Fort Worth is one of the fastest growing large cities in the U.S. Our employees serve the needs of nearly 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 - Call Center job is available with the City of Fort Worth Communications & Public Engagements Community Care Division. This position provides customer service via telephone 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.

Must be able to take and pass a typing and clerical exam. The clerical exam is administered Monday-Friday, 9:00 a.m. to 3:00 p.m.

Minimum Qualifications

• High School Diploma or GED
• Bilingual in English and Spanish
• Three (3) years of increasingly responsible customer service experience in an office environment required

Preferred Qualifications

• Experience with Chats
• Experience with CRM systems.
• Experience working in inbound-calls Call Center environment

The Sr. Customer Service Representative - Call Center job responsibilities include:

• Responds to customer inquiries and complaints in a timely and efficient manner; resolves problems within area of assignment; and, explains applicable policies and procedures.
• Adheres to assigned work schedule as outlined in the Department and City attendance policies and procedures
• Must be able to take 100+ phone calls per day
• Provides a full range of customer service support to various departments.
• Must be able to take 25+ chats per day
• Performs other related duties as required.
• Good judgment and decision-making, problem solving and critical thinking.

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.