Job description
Pay Range: $19.08 - $23.85/hr.
Job Posting Closing on: Friday, September 16, 2022
The City of Fort Worth is the 13th largest city in the U.S. and the fastest growing among large cities. Fort Worth has received multiple accolades, including number one Downtown (Livability), and the second-best City in the nation for Job Seekers (Forbes). Our employees serve the needs of over 900,000 residents. We are seeking individuals that reflect 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 in our Water Customer Relations Division. 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.
The ideal candidate must possess:
- Availability to work any shift between 7AM and 7PM, Monday through Friday and overtime as needed.
- 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 request 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 notate accurate data on customer accounts, and routing to the appropriate department(s) and/or personnel.
Minimum Qualifications:
- High school diploma or GED.
- A minimum of three (3) years of experience answering incoming calls and/or related customer service experience.
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 experience in a contact/call center environment, answering incoming phone calls from an ACD call management system.
Conditions of Employment
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. Equal Opportunity Employer.
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