CUSTOMER SERVICE REPRESENTATIVE III

Recruitment #2104-0442DC-001

Introduction

Located on the western shore of Lake Michigan, Milwaukee is an urban hub bursting with energy. Milwaukee provides a casual sophistication – big city appeal without the big-city hassles. We are accessible and affordable, and our residents are welcoming. Milwaukee has evolved through the years, bringing together its unsurpassed old world charm with a breathtaking Art Museum, top-flight arts and cultural attractions, professional sports, lakefront festivals, recreational opportunities and great restaurants.

 

The City of Milwaukee is proud to employ a diverse workforce that is committed to providing exemplary service to the City’s residents. If you have a passion for being a part of an inclusive team of public servants, please consider the following opportunity.



Purpose

As front line service providers for Milwaukee Water Works (MWW), Customer Service Representative IIIs (CSR IIIs) ensure customer satisfaction by responding to inquiries, requests for services, questions about payments, and concerns about existing and new accounts. In addition, CSR IIIs work with customers to schedule water meter replacements. CSR IIIs perform their duties via telephone and in person and handle cashiering duties as assigned.

Essential Functions

Customer Service

  • Provide excellent customer service by professionally responding to customer inquiries concerning municipal service bills and water meter services. Answer and handle a high volume of phone calls, serve walk-in customers, accept payments through U.S. mail, and process payments in accordance with approved cashiering procedures.
  • Receive customer payments and record payment arrangements.
  • Calculate and issue final billing statements upon request.
  • Schedule water meter service appointments related to water meter installations, replacements, automated meter replacements, and water meter tests.
  • Explain plumbing deficiencies to customers and reasons for repair work; explain the need for the MWW personnel to gain entry to customer premises to perform required meter maintenance.
  • Explain and clarify charges listed on municipal service bills as they relate to water meter services.

 

Administrative

  • Initiate work orders for requested Water Works services.
  • Document customer contacts in the Water Customer Information System (CIS).
  • Analyze customer accounts and explain and clarify charges on municipal services bills.
  • Resolve inquiries and adjust charges as the result of investigations; enter updates such as ownership and billing information.
  • Schedule high/low consumption, occupancy, and leak investigations as well as meter re-reads.
  • Analyze and update water meter information in customer accounts.
  • Review customer accounts and determine which accounts should receive corrective action letters.
  • Record meter accuracy test results in the Water CIS.
  • Enter dial card and phone information in meter readings for the billing statements.

 

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

*** Customer Service Representative IIIs are considered essential staff during the current public health emergency. ***

 

CSR IIIs may be assigned to work at one of two MWW work locations depending upon staffing needs:

  • Business Office (841 N Broadway St, Room 409)
  • Meter Shop (2919 N Cameron Ave)

 

CSR IIIs must be willing and able to work various shifts according to the needs of MWW:

  • Mon-Fri – 8:00 a.m.-4:45 p.m. – Business Office
  • Mon-Fri – 8:15 a.m.-5:00 p.m. – Business Office
  • Mon-Fri – 7:30 a.m.-4:15 p.m. – Business Office
  • Mon-Fri – 8:00 a.m.-4:30 p.m. – Meter Shop
  • Tue-Sat – 8:00 a.m.-4:30 p.m. – Meter Shop

Minimum Requirements

  1. Four years of office support job experience, including three years of experience performing customer service work in an office setting serving the public in person or on the telephone. Up to three years of equivalent education (transcripts are required; see below) may be substituted for the experience listed above.

 

Equivalent combinations of education and experience may be considered.

 

Note: To receive credit for college, transcripts are required and must be received by the application period closing date. College transcripts should be attached to your online application or sent via email to staffinginfo@milwaukee.gov. Your transcript must be legible and include the university or college name, your name, the degree completed (if applicable), and the date the degree was completed. Official or unofficial transcripts are acceptable.

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.
  • Ability to provide excellent customer service to residents from all socioeconomic, educational, and cultural backgrounds.
  • Ability to remain calm and professional and exercise tact when serving customers who may have complaints, both in person and over the telephone.
  • Knowledge of proper telephone etiquette.
  • Ability to provide excellent customer service and resolve escalated complaints.
  • Ability to consistently handle a high volume of telephone calls and customer inquiries.
  • Active listening skills and patience.
  • Ability to learn, retain, and apply work rules, practices, and policies while interacting with customers on the phone and in person.

Administrative

  • Ability to read, understand, and process work-related documents, such as bills, correspondence, forms, and reports.
  • Ability to meet deadlines in a fast-paced setting.
  • Written communication skills, including the ability to accurately and consistently record information.
  • Knowledge of computers, including Microsoft Windows, word processing, email, and spreadsheet software; ability to learn proprietary software programs; and keyboarding and data entry skills.
  • Knowledge of mathematics, ability to make accurate calculations, and ability to learn cashiering duties.
  • Ability to understand and follow instructions, both written and verbal.
  • Ability to use equipment such as cash registers, check scanners, calculators, copiers, and fax machines.
  • Ability to read maps and learn Milwaukee’s street layouts.
  • Ability to pay attention to details.

 

Interpersonal and Judgment

  • Ability to work well in a team environment.
  • Ability to work cooperatively and effectively with coworkers and residents whose backgrounds may differ from one’s own.
  • Problem-solving skills and sound judgment.
  • Honesty, integrity, and the ability to maintain confidentiality.

Current Salary

The current starting salary (6HN) is $37,830 and the current resident incentive starting salary for City of Milwaukee residents is $38,965. Appointment will be made in accordance with the provisions of the salary ordinance.

 

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

  • Defined Benefit Pension Plan
  • 457 Deferred Compensation Plan
  • Health and Dental Insurance
  • Comprehensive Wellness Program
  • Onsite Clinic Services
  • Onsite Employee Assistance Program
  • Alternative Work Schedules
  • Long Term Disability Insurance
  • Group Life Insurance
  • Tuition Benefits
  • Paid Vacation
  • 11 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: education and experience evaluation; written, oral, or performance tests, or other assessment methods. The Department of Employee Relations reserves the right to call only the most qualified candidates to oral and performance examinations. Oral examinations may include written exercises. Selection process component weights will be determined by further analysis of the job.  

 

INITIAL FILING DATE - The examination 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 needs of the City have been met. Qualified applicants will be notified of the date, time, and place of the examination. Unless otherwise required by law, the City of Milwaukee will not provide alternative test administration. 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.



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