Customer Service Supervisor

Pay Range: $26.38 - $34.30/hr.

Job Posting Closing on: Friday, April 24, 2026 📅

Workdays & Hours: Workdays & Hours: Able to work various work schedules to support 24 -hour essential division. These schedules will include various shift hours and occasional extended shift hours and weekend hours.

This is a full-time temporary position approved through September 30, 2026, continued employment based upon funding availability.

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. 🌆

Customer Service Supervisor – Water Dispatch (Field Operations Division) Public Sector Operations

Ready to grow your career in a fast-paced, mission-driven environment? The Fort Worth Water Department is hiring a Customer Service Supervisor to support the Field Operations Division—where your leadership directly contributes to one of the city’s most essential public services. Seeking a dynamic and experienced Customer Service Supervisor to support the Field Operations Division by leading the Water Dispatch team. In this critical leadership role, you will direct communication efforts that keep Fort Worth’s water distribution and wastewater collection systems operating efficiently, reliably, and safely.

You will oversee the coordination of daily operations by ensuring seamless communication between field crews, internal departments, and key stakeholders. This includes assessing and prioritizing incoming service needs, supporting timely responses to routine and emergency situations, and maintaining real-time awareness across multiple operational events. Your ability to manage complex service issues with sound judgment will be essential to maintaining continuity and supporting field personnel in high-pressure environments. As a supervisor, you will play a vital role in strengthening communication processes, prioritizing service requests, and guiding real-time decision-making that impacts system-wide operations. You will also monitor system alerts, oversee dispatch and work management tools, and ensure accurate documentation of all activities.

Beyond daily responsibilities, you will contribute strategically to the division by evaluating workflows, implementing process improvements, and supporting quality assurance initiatives. You will lead, mentor, and develop staff, provide high-level support to management, and collaborate with other divisions, external agencies, and the public. In doing so, you will manage critical internal systems and support the employees who keep Fort Worth’s water and wastewater infrastructure running every day.This position is ideal for a confident, detail-oriented leader who thrives in a fast-paced environment and is committed to public service, operational excellence, and continuous improvement.

Minimum Qualifications:

• High school diploma or GED required
• Four (4) years of progressively responsible customer service experience, preferably in a dispatch or high-volume communications environment, including a minimum of one (1) year in a supervisory role

Preferred Qualifications:

• Specialized training in emergency dispatch, customer relations, or related field
• Knowledge of TAC Chapter 18 and TUC Chapter 251 rules
• Familiarity with water distribution, wastewater collection, or other municipal utility systems
• Dispatch or Emergency Communications Expertise: Prior experience in dispatching, managing radio communications, or coordinating field operations in a fast-paced environment
• Advanced Leadership Skills: Demonstrated ability to mentor staff, manage teams, and drive operational improvements in a supervisory capacity
• Experience with work management software, or other critical operational systems
• Proven ability to remain calm under pressure, make sound decisions in high-stress situations, and coordinate responses to emergencies or service disruptions
• Organizational, multi-tasking and independent decision-making skills

The Customer Service Supervisor job responsibilities include: 

• Lead the development and adherence to policies and procedures
• Recruit, train, monitor job performance, and coach staff
• Execute performance evaluations
• Perform quality monitoring of work processes
• Coordinate activities with other divisions within the city, outside agencies and the general public
• Provide highly responsible and complex staff assistance to managerial staff, other departments and divisions as needed
• Oversee and implementation of new procedures, policies, and programs as related to the daily operations of the Dispatch office
• Maintains daily information and stats for monthly and quarterly reports
• Oversee, manage and maintain records of utility locate requests and confirmations as required by Texas Administrative Code and Texas Utilities Code Chapter 251
• Manage and maintain all Third Party Damage Reporting Forms (TDRF) and damage reports with the Texas Rail Road Commission Ensure that damage reports are filed within 30 days as required by T.A.C. Research and submit additional data as requested by Texas Railroad Commission to aid in determining the outcome
• Oversee and manage staff coverage for the 24/7 operations of the Dispatch office. Scheduling shifts, Holiday coverage, beeper rotation, approving leave requests
• Hold team meetings to ensure information is distributed and allow team to express concerns in group setting
• Be available with open door policy for staff to openly communicate issues and/or concerns
• Other duties as assigned

Working Conditions and Physical Demands:

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

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.

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