Sr. Customer Service Representative

Job Description:

Sr. Customer Service Representative

Description

Pay Range: $20.44/hr. - $25.55/hr. | $44,219 - $55,273 annual compensation

Job Posting Closing on: Wednesday, March 12, 2025

Workdays & Hours: Monday - Friday 8am - 5pm; Some evening work required. 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 job is available with the City of Fort Worth Development Services Department. The Development Services Department seeks to make the City of Fort Worth the most livable city in Texas by promoting orderly growth and development, safe construction and neighborhood vitality. The Customer Service section helps complete this mission by functioning as the front line for the department.

Minimum Qualifications:

• High School Diploma or GED
• Three (3) years of increasingly responsible customer service experience.

Preferred Qualifications:

• Municipal customer service or permitting experience.
• Advanced customer service experience, building internal & external relationships.
• The ability to effectively communicate with customers with varying levels of expertise.
• Problem solving & de-escalation experience.
• Excellent written and verbal communication.
• Queue management system experience.
• GIS, Accela Automation, Microsoft Word, Outlook and Excel skills.
• ICC Permit Technician Certification.
• Bilingual skills: English/Spanish.

The Sr. Customer Service Representative job responsibilities include:

• Reviews, updates and issues registrations, licenses, and permits in accordance with applicable codes and ordinances; and assesses applicable fees.
• Responds to customer inquiries and complaints in a timely and efficient manner; resolves problems related to registrations, building permits and other related permits.
• Explains applicable codes, ordinances, policies and procedures via phone, electronic communication and face-to-face interactions.
• Responsiveness, efficiency and effectiveness of assigned customer service programs and service delivery.

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.

Salary:

$20.44/hr. - $25.55/hr. | $44,219 - $55,273 annual compensation