CUSTOMER SERVICE REPRESENTATIVE III

Introduction

The City of Milwaukee is proud to employ a workforce that is committed to providing exemplary service to the City's residents. If you're passionate about joining an inclusive team of public servants, please consider this opportunity.

Purpose

As a frontline service provider, the Customer Service Representative III (CSR III) ensures customer satisfaction by performing clerical and customer service functions, including responding to inquiries and service requests by phone and in person, scheduling service appointments, and handling cashiering or teller duties.

Essential Functions

The Customer Service Representative III may perform some or all of the duties listed below.

CUSTOMER SERVICE

• Provide excellent customer service by professionally and courteously responding to inquiries concerning bills, accounts, services, ongoing cases, and/or policies and procedures via phone, email message, and in person.
• Answer and handle a high volume of phone calls. Serve walk-in customers and/or check in visitors for appointments.
• Explain departmental policies to customers.
• Resolve inquiries and complaints satisfactorily.
• Receive customer payments and record payment arrangements; accept payments through U.S. mail; and process payments in accordance with approved cashiering procedures.
• Explain and clarify charges listed on bills; calculate and issue final billing statements.
• Schedule service appointments and initiate work orders for requested services. (MWW Meter Services and Commercial Service only)

ADMINISTRATIVE

• Perform accurate data entry of customer contact, account updates, problem resolution, and/or documents into the departmental information system.
• Process and send correspondence.
• Review and prepare documents.
• Store and archive hard copy records.

We welcome qualified individuals with disabilities who are interested in employment and will make reasonable accommodations during the hiring process in accordance with the Americans with Disabilities Act (ADA) of 1990, as amended by the Americans with Disabilities Act Amendments Act (ADAAA) of 2008.

Conditions of Employment

• CSR IIIs may be assigned to work at one of several work locations depending upon staffing needs.
• CSR IIIs must be willing and able to work various shifts according to the needs of the hiring department.

Minimum Requirements

1. Three years of office support job experience, including two years of experience performing customer service work in an office setting serving the public in person or on the telephone.

Equivalent combinations of education and experience may be considered. Up to two years of equivalent education may be substituted for the experience listed above.

IMPORTANT NOTE: Please do not attach your academic transcripts to your employment application. The hiring department will verify candidates' education as part of the background screening process prior to extending any job offers.

Desirable Qualifications

• Cashiering or cash-handling experience.
• Call center or high call volume phone experience.

Knowledge, Skills, Abilities & Other Characteristics

CUSTOMER SERVICE

• Knowledge of the principles and practices of providing customer service.
• Knowledge of proper telephone etiquette.
• Ability to consistently handle a high volume of telephone calls and customer inquiries.
• Ability to greet, check in, and professionally serve walk-in customers.
• Ability to provide excellent customer service to people from all socioeconomic, educational, and cultural backgrounds.
• Active listening skills and patience.
• Ability to remain composed and diplomatic, even when people are upset.
• Ability to learn, retain, and apply work rules, practices, and policies while interacting with customers.

TECHNICAL

• Knowledge of standard computer applications to create documents, use spreadsheets and generate reports.
• Ability to learn job-specific computer applications to query databases and perform other job-related transactions.
• Accurate keyboarding and data entry skills.
• Knowledge of mathematics and the ability to make accurate calculations.
• Ability to learn cashiering or teller duties.
• Ability to use office equipment such as cash registers, check scanners, calculators, copiers, and fax machines.
• Ability to accurately maintain departmental records.
• Ability to read maps and learn Milwaukee's street layout. (MWW Meter Service and Commercial Service only)

COMMUNICATION AND INTERPERSONAL

• Ability to read, understand, and process work-related documents, such as bills, correspondence, forms, and reports.
• Ability to understand and follow instructions, both written and verbal.
• Written communication skills, including the ability to accurately record information and prepare correspondence.
• Ability to work well in a team environment.
• Ability to work cooperatively and effectively with coworkers and customers whose backgrounds may differ from one's own.

ORGANIZATIONAL AND PROFESSIONALISM

• Ability to meet deadlines in a fast-paced setting.
• Ability to pay attention to details.
• Problem-solving skills and sound judgment.
• Ability to maintain confidentiality and protect information in compliance with applicable rules and regulations.
• Honesty, integrity, and the ability to serve as an effective steward of City resources.

Current Salary

The current starting salary (PR 6KN) is $49,399 annually, and the current resident incentive starting salary for City of Milwaukee residents is $51,375 annually.

BENEFITS

The City of Milwaukee provides a comprehensive benefit program that includes the following:

• Wisconsin Retirement System (WRS) Defined Benefit Pension Plan
• Health and Dental Insurance
• Paid Parental Leave
• Comprehensive Wellness Program
• Onsite Clinic Services
• Onsite Employee Assistance Program
• Alternative Work Schedules
• Long-Term Disability Insurance
• Group Life Insurance
• Tuition Benefits
• Paid Vacation
• 12 Paid Holidays
• Paid Sick Leave and other paid leaves
• Flexible Spending Arrangement
• Commuter Value Pass

For full details of the benefits offered by the City of Milwaukee, please visit https://city.milwaukee.gov/der/benefits.

Selection Process

THE SELECTION PROCESS will be job-related and will consist of one or more of the following: an evaluation of education, experience, and/or responses to supplemental questions; a written or performance test, a structured interview, or other assessment methods. The Department of Employee Relations reserves the right to call only the most qualified candidates to structured interviews and performance examinations. Structured interviews may include written exercises. Selection process component weights will be determined by further analysis of the job.

INITIAL FILING DATE - The selection process will be held as soon as practical after the deadline listed above. Receipt of applications may be discontinued at any time after this date without prior notice. However, recruitment may continue until the City's needs have been met. Qualified applicants will be notified of the date, time, and place of the selection process components. Unless otherwise required by law, the City of Milwaukee will not provide alternative selection process dates or times. The applicant is responsible for attending all phases of the job selection process at the time and place designated by the City of Milwaukee.

Additional Information

• Applications can be accessed by visiting www.jobapscloud.com/MIL.
• If you would like assistance completing an application, please contact the Department of Employee Relations at (414) 286-3751 or staffinginfo@milwaukee.gov.
• The Department of Employee Relations is located in City Hall, 200 E Wells St, Room 706, Milwaukee, WI 53202.

Conclusion

EEO 603

The City of Milwaukee values and encourages diversity and is an equal opportunity employer.