Sr. Customer Service Representative

City of Fort Worth; Fort Worth (TX); On-site; USD 29,000 - 37,000; Full time

Benefits offered by this job

11 Paid Holidays

Medical

Dental

Vision

Paid Time Off

Pension Plan

Professional Development Opportunities

Job summary

City of Fort Worth is seeking a Sr. Customer Service Representative in the Development Services Department to serve as the front line for permit and registration inquiries.

The role involves assisting customers in person, by phone or electronically, and guiding staff to keep permit processes moving. Requirements include a high school diploma or GED and at least three years of direct customer service experience; preferred are municipal permitting experience, bilingual English/Spanish, and

Qualifications

• Minimum: High School Diploma or GED.
• Three (3) years of directly related customer service experience.
• Preferred municipal customer service or permitting experience.
• Knowledge of permit processing procedures and related codes.

Responsibilities

• Operates as a Subject Matter Expert on processes and procedures to assist staff, partners, internal and external customers.
• Monitors status of permit and registration applications and follows up as needed.
• Assists customers in all Development Support Division functions.
• Explains applicable codes, ordinances, policies and procedures via multiple channels.
• Reviews registrations, licenses and permits; assesses applicable fees.
• Responds to inquiries/complaints; resolves issues with permits.
• Prepares letters for delinquent accounts and processes waivers where applicable.
• Processes specialized permits (gas compressor site, moving/wrecking, etc.).

Skills

Bilingual English/Spanish

Excellent communication

Customer service focus

Education

High School Diploma or GED

Tools

GIS

Accela Automation

Microsoft Word

Outlook

Excel

Job description

Pay Range

$21.26 – $26.57/hr.

Job Posting Closing on

Sunday, September 6, 2026

Workdays & Hours

Monday – Friday 8 a.m. – 5 p.m.; 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 Sr. Customer Service Representative 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
• Three (3) years of directly related customer service experience

Preferred Qualifications

• Municipal customer service or permitting experience
• Queue management system experience
• GIS, Accela Automation, Microsoft Word, Outlook and Excel skills
• Advanced customer service experience, building internal & external relationships
• ICC certified as a Permit Technician
• Excellent written and verbal communication
• Knowledge of the City’s permit processing procedures
• Knowledge in accordance with releasing records under the Public Information Act
• Bilingual skills: English/Spanish

Responsibilities

The Sr. Customer Service Representative may be assigned to assist customers in the call center, in person or via electronic communications. The Sr. Customer Service job responsibilities include:

• Operates as a Subject Matter Expert on processes and procedures to provide assistance to staff, alliance partners, internal customers and external customers
• Monitors the status of permit and registration applications and follow-up as needed to assist customers with various permit issues
• Assists customers in all functions within the Development Support Division
• Explains applicable codes, ordinances, policies and procedures via phone, electronic communication and face-to-face interactions
• Reviews, updates and issues 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; resolves problems related to registration, building permits and other permits
• Researches and prepares letters and correspondence to customers with delinquent accounts and revokes permits
• Processes specialized permits such as gas compressor site, moving/wrecking, door to door, and alarm. Research and processes transactions for waived fees by determining validity of accounts, availability of funds or exemptions based on City agreements
• Other duties as assigned in support of 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, repetitive motions, climbing, balancing, pushing, pulling and lifting.

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 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.