Customer Services Supervisor

Job Description:

Customer Services Supervisor

Description

Customer Services Supervisor
at The City of Fort Worth
Water/WW

Pay Range: $54,879 - $71,343 annual compensation

Job Posting Closing on: Wednesday, July 23, 2025

Workdays & Hours: Able to work various work schedules if needed to support 7am - 7pm Call Center hours Monday - Friday. These schedules can include working various locations, various shift hours and occasional extended shift hours and weekend hours.

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

The City of Fort Worth Water Department in our Customer Care Division is seeking to fill a Call Center Customer Service Supervisor position. The Customer Service Supervisor will be responsible for providing and resolving complex customer services issues on behalf of the Water Department for various issues and concerns. Responsible for Initiating and recommending improvements for service delivery and quality assurance. Providing complex staff assistance to managerial staff.

Minimum Qualifications:

• HS Diploma/GED
• At least four (4) years of increasingly responsible customer service experience in a call center environment, including a least one (1) year of administrative and/or lead supervisory experience

Preferred Qualifications:

• At least three years working as a supervisor in a fast paced, high volume call center environment.
• Experience working with call center related programs and/or systems (e.g. Customer Relationship Management, Outbound Dialer, Delinquent Account Management and Automatic Call Distributor).
• Working knowledge of complex principles and practices, current technology and operational knowledge of a call center environment.
• Operational knowledge of the AS400 billing system.
• Bilingual skills English/Spanish.

The Customer Service Supervisor job responsibilities include:

• Lead the development and adherence to policies and procedures.
• Recruit, train, monitor job performance, and coach staff.
• Execute performance evaluations.
• Perform quality monitoring of work processes.
• Coordinate activities with other divisions within the city, outside agencies and the general public.
• Provide highly responsible and complex staff assistance to managerial staff.

Working Conditions

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

Physical Demand

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 having 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.

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.

Closing Date/Time: Wednesday, July 23, 2025

Salary:

$54,879 - $71,343 annual compensation