Customer Solutions Analyst

City of Fort Worth; Fort Worth (TX); On-site; USD 47,000 - 55,000; 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 Environmental Services Department is seeking a Customer Solutions Analyst to resolve complex customer issues and streamline service delivery in the Solid Waste Division. The role focuses on improving processes, coordinating with internal staff and external partners, and measuring customer satisfaction to support the city’s vision of a livable, well-managed community.

Requirements include a Bachelor's degree and four years in customer service and conflict resolution, with

Qualifications

• Bachelor's degree in public administration, business administration, or a related field.
• Four (4) years of increasing responsibility in customer service and conflict resolution experience.
• Microsoft Office suite proficiency: Outlook, Excel, PowerPoint, Word, Teams, and Power BI.

Responsibilities

• Investigates and resolves service failures across divisions; suggests policy changes to prevent recurrence.
• Reviews and monitors program budgets; helps develop SOPs and QA practices.
• Responds to unusual complaints; liaises with multiple city departments to resolve issues.
• Manages and reviews customer service data; suggests process improvements and staffing adjustments.
• Tracks customer service metrics; conducts surveys and reports on service quality.
• Represents the department to other departments and external agencies; coordinates activities.
• Continuously monitors and improves service delivery and processes.

Skills

Customer service

Conflict resolution

Public engagement

Stakeholder management

Collaboration

Education

Bachelor's degree in public administration

Tools

Excel

Power BI

Outlook

PowerPoint

Word

Teams

Job description

Pay Range: $34.45- $39.62/hr. | $71,661 - $82,410 annual compensation

Job Posting Closing on: Thursday, November 5, 2026

Workdays & Hours: Monday – Friday 8 am – 5 pm; Some evening/weekend work required.

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

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. The City of Fort Worth Environmental Services Department has a Customer Solutions Analyst job available in our Solid Waste Division. The focus is on providing Exceptional Customer Service by resolving complex customer service issues on behalf of the Environmental Services Department for various issues and concerns. Works with Solid Waste, Environmental, Consumer Health, and Customer Care area commands to streamline processes and policies. Initiates customer satisfaction survey systems to measure customer service within the department. Tracks and resolves all process failures to improve the process and/or educate all parties involved in service failure. In addition, this position will work with internal City staff and external vendors to streamline processes to increase customer satisfaction. Improving the overall efficiency within the City of Fort Worth, this contributes to the City’s vision of the “most livable and best managed city in the country”.

Minimum Qualifications

• Bachelor’s degree from an accredited college or university with major coursework in public administration, business administration, or a related field
• Four (4) years of increasing responsibility in customer service and conflict resolution experience

Preferred Qualifications

• Microsoft Suite including Outlook, Excel, PowerPoint, Power BI, Word, Teams
• Experience with collaboration and building strong partnerships with teams, other city departments, and with outside citizens, businesses, and neighborhood groups
• Knowledge of Solid Waste Operations
• Adept at establishing and maintaining effective working relationships with a variety of stakeholders and staff
• Skills in public engagement and education, relating to environmental and/or sustainability efforts

The Customer Solutions Analyst Job Responsibilities Include

• Investigates and resolves service failures in various divisions and sections within the department; makes recommendations to ensure service failure is not repeated; implements policy changes and operational adjustments
• Reviews and monitors various program budgets; develops quality assurance practices; and assists in development and implementation of standard operating procedures
• Receives and responds to unusual or complicated complaints; serves as primary liaison for issues not resolved by normal operating procedures; and collaborates with multiple city departments to resolve
• Manages and reviews customer service data; provides recommendations to improve customer service experience which may include reviewing staffing levels, business processes, software solutions, meeting schedules, department coordination and resident-facing communications
• Tracks customer service metrics as it relates to the department staff; solicits detailed surveys from external and internal customers; and reports on customer service
• Represents the department to other departments; coordinates department activities with those of other City of Fort Worth departments and outside agencies or
• Continuously monitors and evaluates the quality, responsiveness, efficiency, and effectiveness of assigned programs, service delivery methods, and procedures; works with employees on the continuous improvement of department-specific service delivery

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.