Senior Customer Service Representative

Position:
Sr. Customer Service Representative Water/WW

Company:
The City of Fort Worth Water Department

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

Location:
United States, Fort Worth

Employment type:
Full-time temporary

Work Arrangement:
Availability to work any shift between 7am and 7pm, Monday through Friday and overtime as needed.

Short Summary:
A Sr. Customer Service Representative job is available in the Water Customer Relations Section, responsible for providing exceptional customer service in a professional manner and in a fast-paced environment.

Responsibilities:
- Research, resolve, and follow up on customer service concerns and inquiries
- Logging of customer service requests in a CRM system and consistently notating accurate data on customer accounts
- Assist contractor water customers, provide information, and efficiently resolve complaints
- 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 service
- Answer complicated customer requests or inquiries concerning water utility services
- Resolve customer issues with one call/contact resolution

Requirement:
- High school diploma or GED
- Three (3) years of experience directly related to customer service
- Excellent data entry and typing skills
- Ability to thrive in a fast-paced environment
- Superior listening, verbal, and written communications
- Preferred: Bilingual, English/Spanish; Experience with PeopleSoft CRM and HTE/Sungard Utility Billing System; Minimum of one year in a contact center environment

Benefits:
- 11 Paid Holidays
- Medical, Dental, Vision
- Paid Time Off
- Pension Plan
- Professional Development Opportunities