Customer Service Representative II

City of Fort Worth; Fort Worth (TX); On-site; USD 25,000 - 32,000; Full time

Benefits offered by this job

11 Paid Holidays

Medical

Dental

Vision

Paid Time Off

Pension Plan

Professional Development Opportunities

Job summary

The City of Fort Worth is hiring a Customer Service Representative II to be the front line for the Development Services Department in Fort Worth, Texas. You will handle registrations, permits, and customer inquiries, ensuring accurate information and timely processing.

The role requires strong communication, bilingual abilities (English/Spanish preferred), and familiarity with customer service best practices. This on-site position offers benefits including holidays, health, and retirement plans.

Qualifications

• High School Diploma or GED required.
• Two (2) years of responsible customer service experience preferred.
• Bilingual English/Spanish is a plus.
• Experience with permitting, call center or municipal customer service is desirable.
• Familiarity with Accela Automation & CRM tools is preferred.

Responsibilities

• Respond to customer inquiries and complaints via CRM, phone, and in person to resolve issues related to registrations, permits and other Development Services items.
• Explain codes, ordinances, policies and procedures to customers.
• Issue registrations, licenses, and permits and assess related fees.
• Monitor status of permit and registration applications and follow up as needed.

Skills

Customer service

Communication skills

Bilingual English/Spanish

Problem solving

Education

High School Diploma or GED

Tools

CRM software

Accela Automation

Queue management

Microsoft Word/Excel/Outlook

Job description

Pay Range: $18.32 – $22.90/hr.

Job Posting Closing on: Sunday, September 6, 2026

Workdays & Hours: Monday – Friday 8 am – 5 pm; Some evening/weekend work required. This position does not offer remote work opportunities.

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 over 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 or GED
• Two (2) years of responsible customer service experience

Preferred Qualifications

• Bilingual skills: English/Spanish
• Permitting, call center or municipal customer service
• Accela Automation & CRM skills
• Queue management system experience
• Excellent written and verbal communication
• Microsoft Word, Outlook and Excel skills
• Effective methods and techniques of customer service
• The ability to effectively communicate with customers with varying levels of expertise
• Problem solving & de-escalation experience
• ICC certified as a Permit Technician

The Customer Service Representative II Job Responsibilities Include

• Responds to customer inquiries and complaints in a timely and efficient manner; via CRM, phone calls and in person to resolves problems related to registrations, building permits and other Development Services permits
• Explains applicable codes, ordinances, policies and procedures via phone, electronic communication and face‑to‑face interactions
• Issue registrations, licenses, and permits in accordance with applicable codes and ordinances; and assesses applicable fees
• Responds to customer inquiries and complaints in a timely and efficient manner; via CRM, phone calls and in person to resolves problems related to registrations, building permits and other Development Services permits
• Monitor the status of permit and registration applications and follow‑up as needed to assist customers with various permit issues
• Ensure consistency and quality of customer experience; consistently perform daily tasks which require adherence to specific deadlines
• Work diligently to promote departmental goals and meet business needs
• Other duties as assigned in support of business needs and department goals

Working Conditions and Physical Demand

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

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.

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 FortWorth 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.