Customer Solutions Analyst

Job Description:

Customer Solutions Analyst

Description

Pay Range: $34.45/hr. - $44.79/hr.

Job Posting Closing on: Wednesday, April 30, 2025

Workdays & Hours: Monday - Friday 8am - 5pm; Some evening/weekend work required.

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.

The City of Fort Worth Environmental Services Department has a Customer Solutions Analyst job available in our Solid Waste Division. Focus is on providing Exceptional Customer Services by resolving complex customer services issues on behalf of the Environmental Services Department for various issues and concerns. Works with Solid Waste, Environmental, Consumer Health, and Customer Care area commands to streamlines processes and policies. Initiates customer satisfaction survey systems to measure customer service within the department. Tracks to solution all process failures to improve the process and/or educate all parties involved in service failure. In addition, this position will work with internal City staff and external vendors to streamline processes to increase customer satisfaction. Improving the overall efficiency within the City of Fort Worth, this contributes to the City’s vision of the “most livable and best managed city in the country”.

Minimum Qualifications:

• Bachelor’s degree from an accredited college or university with major course work in public administration, business administration or a related field
• Four (4) years of increasing responsible customer service and conflict resolution experience.

Preferred Qualifications:

• Microsoft Suite including Outlook, Excel, PowerPoint, Power BI, Word, Teams
• Experience with collaboration and build strong partnerships with teams, other city departments and with outside citizens, businesses and neighborhood groups.
• Knowledge of Solid Waste Operations
• Adept at establishing and maintaining effective working relationships with a variety of stakeholders and staff.
• Skills in public engagement and education, relating to environmental and/or sustainability efforts.

The Customer Solutions Analyst job responsibilities include:

• Investigates and resolves service failures in various divisions and sections within the department; makes recommendations to ensure service failure is not repeated; implements policy changes and operational adjustments.
• Reviews and monitors various program budgets; develops quality assurance practices; and assists in development and implementation of standard operating procedures.
• Receives and responds to unusual or complicated complaints; serves as primary liaison for issues not resolved by normal operating procedures; and collaborates with multiple city departments to resolve.
• Manages and reviews customer service data; provides recommendations to improve customer service experiences which may include reviewing staffing levels, business processes, software solutions, meeting schedules, department coordination and resident facing communications.
• Tracks customer service metrics as it relates to the department staff; solicits detailed survey from external and internal customers; and reports customer service
• Represents the department to other departments; coordinates department activities with those of other City of Fort Worth departments and outside agencies or
• Continuously monitors and evaluates the quality, responsiveness, efficiency and effectiveness of assigned programs, service delivery methods and procedures; works with employees on the continuous improvement of department specific service delivery

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

Working Conditions and Physical Demand

Depending on assignment, positions in this class typically require touching, talking, hearing, seeing, grasping, standing, stooping, kneeling, crouching, reaching, walking, and repetitive motions. Incumbents may be exposed to moving mechanical parts, odors, dusts, poor ventilation, chemicals, oils, extreme temperatures, inadequate lighting, intense noises, gases, vibrations, chemicals, oils and workspace restrictions.

Light Work - Depending on assignment, positions in this class typically exert up to 20 pounds of force occasionally, up to 10 pounds of force frequently, and/or a negligible amount of force constantly having to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for the Sedentary Work category and the worker sits most of the time, the job is rated Light Work.

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.