Callback option introduced to City's customer service hotlines

Instead of waiting on hold during periods of high call volume, residents will now have the option of receiving a callback when contacting City services

Zack Maxwell

Starting Monday, Nov. 14, the City of Arlington will offer residents who are phoning into its Action Center support line the option of receiving a callback, rather than having to wait on hold for a representative.

Intended to address the high call volume experienced by its Water Utilities Department, residents who find themselves placed on hold may elect to have a representative call them back when they are available.

The service is also provided to callers attempting to contact other City services, such as Code Enforcement or Animal Services.

According to a news release, the City’s Water Department fields about 12,000 calls each month. The new callback service is available during business hours. Emergency reports can also be phoned into the City’s 24-hour hotline at 817-459-5900.

Instead of dialing, residents may also report issues through the Ask Arlington phone application, which can be downloaded on Apple or Android devices.