eCommerce Customer Service Representative Sr. jobs in Denton, TX

Pay Range: $20.44 - $25.55/hr.

Job Posting Closing on: Monday, February 26, 2024

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, 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 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. 

Availability to work any shift between 7AM and 7PM, Monday through Friday and overtime as needed. This is a full-time temporary position. Employment duration is contingent on funding and business need. Opportunity to transition to a permanent position may be available based on department needs.

Minimum Qualifications:   

• High school diploma or GED.
• Three (3) years of experience directly related 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 one (1) year of experience in a contact/call center environment, answering incoming phone calls from an ACD call management system.

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.