Sr. Call Center Customer Service Representative

As a Sr. Call Center Customer Service Representative at the City of Fort Worth, your primary responsibilities include managing a high volume of inbound phone calls, addressing complex customer inquiries regarding water utility services, and ensuring successful issue resolution. You'll also assist customers with service requests like start-ups and disconnections, answer billing and payment questions, and log service requests accurately in our CRM system.

To apply for the Sr. Call Center Customer Service Representative position with the City of Fort Worth, candidates must possess a high school diploma or GED along with three years of relevant customer service experience. Preferred qualifications include bilingual abilities in English and Spanish, experience with PeopleSoft or similar CRM systems, and a minimum of one year in a call center environment.

The Sr. Call Center Customer Service Representative position in Fort Worth involves working any shift between 7 AM and 7 PM, Monday through Friday. There is also the possibility for overtime as needed to meet department requirements.

Employees in the Sr. Call Center Customer Service Representative role at the City of Fort Worth can enjoy numerous benefits, including 11 paid holidays, comprehensive medical, dental, and vision plans, a pension plan, and ample opportunities for professional development, making this position an attractive option for job seekers.

To excel as a Sr. Call Center Customer Service Representative in Fort Worth, focus on improving your listening, communication, and problem-solving skills. Familiarity with customer service concepts and proficiency in utilizing CRM systems are also important. Additionally, being bilingual is a great advantage that can enhance your effectiveness in addressing customer needs.

While discussing your experience in a call center environment, highlight specific roles and duties you've held. Focus on examples where you successfully handled high call volumes, managed customer inquiries, and resolved issues effectively. Mention any relevant systems you’ve used and how you met or exceeded performance metrics.

When asked how to handle a difficult customer, emphasize your ability to stay calm and listen actively to their concerns. Discuss the importance of empathy and how you would strive to resolve their issues, maintaining a professional demeanor throughout the interaction.

In response to your experience with CRM systems, provide specific examples of the CRMs you have used, such as PeopleSoft. Explain how you leveraged these systems to document customer interactions, track service requests, and improve overall efficiency in handling customer inquiries.

Discussing strategies for customer satisfaction, highlight your approach to active listening, comprehensive resolution efforts, and effective follow-up practices. Share specific instances where your actions led to positive feedback from customers.

When addressing prioritization in a busy call center, explain your method for assessing the urgency of customer issues. Mention your ability to quickly identify critical cases while ensuring timely responses to all inquiries, reinforcing your commitment to customer service excellence.

Share a specific example of a negative customer experience you resolved successfully. Detail the steps you took to address the issue, how you communicated with the customer, and the positive outcome that ensued, highlighting your problem-solving skills.

In answering this question, outline key customer service principles such as active listening, empathy, promptness, professionalism, and follow-up. Relate these principles to your past experiences and how they’ve shaped your approach to customer service.

When discussing stress management in a call center, share techniques you employ to stay calm and centered, such as deep breathing exercises or brief breaks. Explain your understanding of the importance of maintaining focus to provide excellent customer service under pressure.

Express your enthusiasm for the opportunity to serve the community of Fort Worth and enhance resident experiences. Share your alignment with the City’s values and how your skills can contribute to their mission of providing exceptional customer service.

Detail your approach to researching a customer's inquiry, including how you would gather information from internal databases or resources, engage with colleagues if necessary, and communicate findings clearly and accurately back to the customer.