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Sr. Customer Service Representative

The City of Fort Worth • Water/WW • Full-time

$44,219

per year

Customer service CRM Billing Fort Worth Water Department

Job Description

Pay Range: $21.26 - $26.57/hr.

Pay Range: $44,219 - $55,273 annual compensation

Job Posting Closing on: Sunday, June 8, 2025

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 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 job is available with The City of Fort Worth Water Department Customer Care Division in our Water Customer Relations Section. You will be responsible for providing exceptional customer service in a professional manner and in a fast-paced environment.

The ideal candidate must possess:

Availability to work any shift between 7AM and 7PM, Monday through Friday and overtime as needed.
Excellent data entry and typing skills
Ability to thrive in a fast-paced environment.
Superior listening, verbal and written communications.

The Sr. Customer Service Representative job responsibilities include:

Research, resolve and follow up on customer service concerns and inquiries.
Logging of customer service requests in a customer relationship management (CRM) system and consistently notate accurate data on customer accounts, and routing to the appropriate department(s) and/or personnel.
Assist contractor water customers, provide information, and efficiently resolve complaints in a friendly manner
Respond to customer inquiries by email related to billing, new account set up, termination of account, payment concerns and any general questions.
Ensure consistency and quality of customer
Answering complicated customer requests or inquiries concerning water utility services.
Answering questions related to billing and consumption.
Resolving customer issues with one call/contact resolution.

Minimum Qualifications:

High school diploma or GED.
Three (3) years of directly related customer service experience.

Preferred Qualifications:

Bilingual, English/Spanish.
Experience with PeopleSoft Customer Relationship Management (CRM) application and HTE/Sungard Utility Billing System or other similar billing software.
A minimum one year of experience in a contact center environment.

Working Conditions

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.

Physical Demands

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.

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.