Customer Care Improvement Specialist

Job Description:

Customer Care Improvement Specialist

Description

Customer Care Improvement Specialist
at The City of Fort Worth
Comm and Public Engagement

Pay Range: $22.90/hr. - $28.62/hr.; $47,632 - $59,539 annual compensation

Job Posting Closing on: Thursday, July 24, 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 over 1,000,000 residents, promoting our values of exceptional customer experience, mutual respect, embracing our diversity, continuous improvement, ethical behavior, and accountability.

A Customer Care Improvement Specialist job is available with the City of Fort Worth Communication & Public Engagement / 311 Customer Care.

As Customer Care Improvement Specialist for the Fort Worth 311 Call Center, you play a key role in enhancing the overall performance, efficiency, and service quality of the contact center. You monitor customer interactions, identify trends, and analyze data to spot areas for improvement. By developing training materials, and refining workflows, you ensure consistent, high-quality service delivery that aligns with city standards and resident expectations. You collaborate across departments to implement process improvements and support a culture of accountability, continuous learning, and operational excellence.

Minimum Qualifications:

• High school diploma/GED.
• Three (3) years of related customer service experience, preferably in a call center environment.
• Must pass typing test 30wpm.

Preferred Qualifications:

• Working knowledge of CRM systems.
• Strong familiarity with the Microsoft Office Suite and web-based data systems.
• Experience in a call center or similar environment with both inbound and outbound calls.

The Customer Care Improvement Specialist job responsibilities include:

• Handles escalated customer issues.
• Provides guidance to Call Center staff to help eliminate difficult situations leading to call escalations.
• Assist supervisors with CRM work queue, training and directing teams, assisting and mentoring staff, serving as "production floor walker" for Call Center.
• Conducts extensive account research and analysis on difficult customer issues.
• Ensures accurate and complete documentation is entered in the CRM system for each customer interaction.
• Conducts new hire training on all systems, policies and processes. Conducts ongoing training and cross training as required.

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, walking and repetitive motions.
• 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.

Closing Date/Time: Thursday, July 24, 2025

Salary:

$22.90/hr. - $28.62/hr.; $47,632 - $59,539 annual compensation