Customer Service Information Specialist

As a Customer Service Information Specialist with the City of Fort Worth, your main responsibilities include ensuring consistent and high-quality customer service. This involves assisting walk-in customers, answering inquiries in a courteous manner, processing bill payments, managing account setups, and reconciling daily cash deposits. You’ll be a crucial part of our team, dedicated to meeting the needs of our vibrant community.

To qualify for the Customer Service Information Specialist role at the City of Fort Worth, candidates must possess at least a high school diploma or GED, along with four years of progressively responsible experience in customer service, cash handling, and payment processing. Additionally, leadership experience is required. Preferred qualifications include bilingual skills in English and Spanish, higher education levels, and familiarity with the PeopleSoft CRM applications and utility billing systems.

Working as a Customer Service Information Specialist with the City of Fort Worth comes with an attractive array of benefits, including 11 paid holidays, medical, dental, and vision coverage, paid time off, and a pension plan. You’ll also have access to various professional development opportunities, aiding your career growth in this impactful role.

The working hours for the Customer Service Information Specialist position at the City of Fort Worth are Monday through Friday from 8 am to 5 pm, with occasional evening and weekend shifts required. This schedule provides an excellent work-life balance while allowing you to serve the community.

Yes, previous customer service experience is crucial for the Customer Service Information Specialist position at the City of Fort Worth. Candidates should have at least four years of experience in customer service roles, particularly in cash handling and payment processing to ensure they can manage the diverse needs of our community effectively.

When answering this question, highlight specific situations where you successfully resolved customer complaints. Focus on your approach to understanding the customer's issue, showing empathy, and outlining the steps you took to resolve the problem. Demonstrating patience and effective communication skills will reinforce your capability in this role.

Answer this question by emphasizing the importance of understanding customer needs and delivering consistent support. Discuss how you view excellent customer service as going above and beyond to ensure satisfaction, building trust, and efficiently resolving issues. Share examples of how you've implemented these principles in past positions.

In your response, outline your approach to prioritizing customer inquiries based on urgency and complexity. Mention utilizing tools or techniques, such as keeping a detailed task list and addressing higher-priority issues first. Effective time management is key, so consider sharing a personal example of a busy day handling multiple requests.

Highlight any experience you have with customer relations management (CRM) software, especially if you have previously worked with PeopleSoft or similar systems. Explain how you've utilized these systems to improve customer interactions and manage account records effectively.

Use the STAR (Situation, Task, Action, Result) method to structure your response. Detail a challenging interaction, underline your empathetic approach, and showcase your resolution. This demonstrates not only your problem-solving skills but also your ability to maintain professionalism under pressure.

Discuss the importance of attention to detail in your replies, mentioning specific strategies you use to ensure accuracy, such as double-checking data inputs, following standardized procedures, and performing reconciliations regularly. Provide examples of how this diligence has positively impacted your previous roles.

Share your ideas on community engagement through communication and outreach. Perhaps mention utilizing social media, community events, or targeted informational sessions to inform citizens of services and resources that can benefit them.

Emphasize your flexibility and eagerness to learn. Discuss your approach to adapting by engaging in continuous training, seeking clarification from team leaders, and actively involving yourself in implementation processes. Concrete examples from previous experiences will strengthen your answer.

Demonstrate your commitment to professional development by sharing your methods for keeping informed about industry changes. This could include attending workshops, subscribing to industry publications, or participating in relevant training sessions. Highlight how you actively seek knowledge to excel in your position.

Express your enthusiasm for community service and your desire to contribute positively to the City of Fort Worth. Mention aspects of the city's culture, values, and growth you admire. A genuine appreciation for the role and its responsibilities will resonate well with your interviewers.