Sr. Call Center Customer Service Representative

Pay Range: $21.26 - $26.57/hr. | $44,219 - $55,237 annual compensation

Job Posting Closing on: Friday, September 18, 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, Professional Development Opportunities.Find Out More!

This is a full-time temporary position approved through September 30, 2027, 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. Call Center 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 answering incoming phone calls and providing exceptional customer service in a professional manner and in a fast-paced contact/call center environment. 

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/call center environment, answering incoming phone calls from an ACD call management system
• Knowledge of contact/call center concepts, practices, procedures, and systems
• Knowledge of customer service practices and principles
• Excellent data entry and typing skills
• Superior listening, verbal, and written communication skills
• Ability to thrive in a fast-paced contact/call center environment

The Sr. Call Center Customer Service Representative job responsibilities include:

• Handling a large volume of inbound phone calls from an ACD call management system
• Answering complicated customer requests or inquiries concerning water utility services
• Resolving customer issues with one call/contact resolution
• Assisting customers with requests for service start-ups, transfers, disconnections, etc
• Answering questions related to billing, consumption, and payment concerns
• Research, resolve, and follow up on customer service concerns and inquiries
• Meeting or exceeding Key Performance Indicators (KPI) as established by the department
• 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

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. 

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.