Sr. Customer Service Representative

Pay Range: $21.26 - $26.57/hr. | $44,219 - $55,23 annual compensation

Job Posting Closing on: Sunday, August 9, 2026 📅

Workdays & Hours: Availability to work any shift between 7am and 7pm, Monday through Friday and overtime as needed.

Benefits for this position include: 11 Paid Holidays, Medical, Dental, Vision, Paid Time Off, Pension Plan, and Professional Development Opportunities. Find Out More!

This is a full-time temporary position approved through September 30, 2026, with continued employment based upon funding availability.

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 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:

Excellent data entry and typing skills

Ability to thrive in a fast-paced environment.

Superior listening, verbal, and written communications.

Minimum Qualifications:

High school diploma or GED

Three (3) years of experience directly related to customer service

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 of one year of experience in a contact center environment

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 notating 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

Working Conditions and Physical Demands

Depending on the 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.

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 constantly have 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.

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