Customer Service Representative II

Title: Customer Service Representative II
Type: Remote

Location: Fort Worth United States

Job Description:

Pay Range: $18.32/hr. - $22.90/hr.

Workdays & Hours: Monday – Friday 8am – 5pm; Some evening/weekend work required. Flexible work schedule currently allows for four days / week at 10 hours per day if desired with one day per week to work remotely from home after the successful completion of the probationary period.

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 nearly 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 Fire Department Emergency Services Division. This position provides a wide variety of general customer services in support of the departments EMS service. Performs a variety of general clerical tasks. Responds to customer complaints and inquiries.

Minimum Qualifications:

High school diploma/GED and two years responsible customer service experience within the area of assignment.

The Customer Service Representative job responsibilities include:

• Receives calls from the general public reporting fire incidents, medical emergencies, or other related concerns. Accurately records the nature of the incident, time of call, caller's information, service number, and other essential details. Conducts follow-up calls to gather additional or clarifying information.
• Transcribes fire and EMS incident reports submitted by field personnel or members of the public into a digital reporting system.
• Researches and retrieves incident data from databases, backlog reports, files, logs, and other records to support Fire/EMS personnel and administrative staff.
• Processes handwritten or manually submitted incident reports, prioritizing timely and accurate entry into the system; verifies that all critical data is captured correctly.
• Responds to public inquiries regarding fire and EMS reporting processes, offering clear explanations of procedures used to document and manage emergency incident information.
• Maintains comprehensive, organized, and secure records of fire and EMS incident reports, correspondence, and related documentation in compliance with departmental protocols.

Apply Now! Come be part of something special in Fort Worth. 🌟

Working Conditions

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

Physical Demand

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.