Customer Service Representative II

Pay Range: $18.32/hr. - $22.90/hr. or ($38,109 - $47,636) annual compensation

Job Posting Closing on: Tuesday, March 4, 2025

Benefits for this position include: 11 Paid Holidays, Medical, Dental, Vision, Paid Time Off, Pension Plan, Professional Development Opportunities, and much more.

The City of Fort Worth is one of the fastest growing large cities in the U.S. Our employees serve the needs of nearly 1,000,000 residents, promoting our values of exceptional customer experience, mutual respect, embracing our diversity, continuous improvement, ethical behavior, and accountability.

A Customer Service Representative II job is available with the City of Fort Worth Development Services Department. The Development Services Department seeks to make the City of Fort Worth the most livable city in Texas by promoting orderly growth and development, safe construction and neighborhood vitality. The Customer Service section helps complete this mission by functioning as the front line for the department.

Minimum Qualifications:

• High school diploma/GED.
• Two (2) years responsible customer service experience within the Development Services Department.

Preferred Qualifications:

• Municipality Experience.
• Experience in a call center environment.
• Bilingual skills: English/Spanish desirable.
• The ability to effectively communicate with customers with varying levels of expertise.
• The ability to resolve customer issues/concerns with a focus on 1- Contact resolution.
• Excellent written and verbal communication.
• GIS, Accela Automation & CRM skills.
• Microsoft Word, Outlook and Excel skills.

The Customer Service Representative II job responsibilities include:

• Address internal and external email communications, respond to service requests submitted via CRM, phone calls and face-to-face inquiries from customers regarding permit application and processing.
• Responds to customer inquiries and complaints in a timely and efficient manner; resolves problems related to registrations, building permits and other related permits.
• Monitor the status of permit applications and follow-up as needed to assist customers with various permit issues.
• Complete appropriate research when needed to resolve issues.
• Explains applicable codes, ordinances, policies and procedures via phone, electronic communication and face-to-face interaction's and issues registrations, licenses, and permits in accordance with applicable codes and ordinances; and assesses applicable fees.
• Ensure consistency and quality of customer service; consistently perform daily tasks which require adherence to specific deadlines. Responds to customer inquiries and complaints in a timely and efficient manner.
• Work diligently to promote departmental goals and meet business needs.

Working Conditions

Depending on assignment, positions in this class typically require touching, talking, hearing, seeing, grasping, standing, stooping, kneeling, crouching, reaching, walking and repetitive motions. 

Physical Demands

Light Work – Depending on assignment, positions in this class typically exert up to 20 pounds of force occasionally, up to 10 pounds of force frequently, and/or a negligible amount of force constantly having to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for the Sedentary Work category and the worker sits most of the time, the job is rated Light Work.