COMMUNICATIONS ASSISTANT III (T/P)

The Communications Assistant III assigned to the Water Distribution section of the Milwaukee Water Works (MWW) provides operational communications, customer service, and records research, documentation and retention for both emergency and routine MWW field services.

Customer Calls, Dispatch, and Tracking

• Answer customer service inquiries on standard questions or emergency requests, such as those involving leaks in the street, broken mains, open hydrants, and water quality.
• Provide professional and courteous assistance for both emergency and routine calls from customers, contractors, plumbers, and elected officials.
• Dispatch Water Distribution Investigators to assist customers.
• Notify supervision of emergency situations and communicate information relative to job needs and status.
• Record service call requests in the daily operations log.
• Monitor all two-way radio transmissions continuously while on shift; communicate by two-way radio with supervisors and crew members.
• Operate, navigate and utilize the MWW Customer Information System, Geographic Information System (GIS) and other databases to obtain information and to create work orders for activities such as assigned jobs, water turn on/off requests, owner’s leaks, hydrant information and maps.
• Make emergency personnel call-outs for water main repair crews and hose crews according to written procedures and schedules.

Response Coordination

• Provide assistance, coordination and information to all field operations, including support to water main repair crews attempting to restore interrupted water service and to Water Distribution Investigators attempting to bring water main breaks under control. 
• Refer calls to other city departments or outside agencies, if needed.
• Complete the necessary street permits for the various municipalities MWW serves.
• Conduct Digger’s Hotline requests and supply crews with accurate detailed location information.
• Provide information from maps, plat books, hotline markings, records and computer databases to Distribution field personnel and other departmental groups.
• Coordinate with other City/DPW divisions, departments, Milwaukee County Transit System, and other municipalities for traffic concerns, opening of sewers and street repairs.
• Contact the Milwaukee Fire Department for hydrant out-of-service or back-in-service information.
• Monitor radio transmissions, messages and activities involving field operations. 
• Assist and coordinate water distribution field activities during non-business hours and prepare a detailed and accurate time-stamped log of all activities.

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.

1. Regular status as a City of Milwaukee employee, having successfully completed a probationary period for a civil service position, or status as a City of Milwaukee employee in a fixed term position.
2. Two years of office support experience, including one year of communications or customer service experience.  

Equivalent combinations of education and experience may be considered.

NOTICE: 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.

• Familiarity with City of Milwaukee streets and service area districts.

Technical

• Ability to read and interpret job-related documents such as instructions, policies and procedures, reports, plat books and construction prints.
• Ability to prioritize calls during times of high call volume.
• Ability to actively listen to callers and accurately record information.
• Ability to operate the computerized GIS.
• Knowledge of proper English language conventions (e.g., spelling, grammar, and punctuation) to write and edit correspondence.
• Proficiency using Microsoft Office applications to produce documents and reports.
• Ability to perform accurate data entry.

Communication, Customer Service and Interpersonal

• Verbal communication skills to effectively convey information to callers of varied levels of understanding.
• Ability to answer routine questions and work politely with internal and external customers such as City employees, contractors, and the general public.
• Ability to build and maintain effective working relationships with managers and coworkers.
• Ability to work cooperatively in a team-oriented environment with people whose backgrounds may differ from one’s own.

Organizational and Professionalism

• Organizational skills to maintain accurate records.
• Ability to use facts and good judgment in responding to calls.
• Time management skills to complete assignments.
• Ability to solve problems satisfactorily.
• Attention to detail.
• Ability to exhibit effective stewardship of City resources.
• Ability to maintain confidentiality.

Subject to Common Council and Mayoral approval, the current starting salary (Pay Range 6KN) is $49,399 annually, and the resident incentive starting annual salary for City of Milwaukee residents is $50,881 annually. Appointment will be made in accordance with the provisions of the Salary Ordinance.

THE SELECTION PROCESS will be job related and will consist of one or more of the following: an evaluation of related education, experience and accomplishments, an evaluation of written communication, interviews, and/or other assessment methods. The Department of Employee Relations and the Milwaukee Water Works reserve the right to call only the most qualified candidates to proceed in the selection process. Information from the selection process will be used to make a hiring decision. Selected candidates will be transferred and/or promoted to the position.

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 needs of the City have been met. The applicant is responsible for attending all phases of the selection process at the time and place designated by the hiring authority.

NOTE: Transfer/Promotional Opportunities and Promotional Examinations are not open to Milwaukee Public Schools employees or to the public. Only current City of Milwaukee employees and civilian personnel in MFD and MPD hired through a City Service Commission process who have successfully passed a probationary period for a Civil Service position or who have status as a City of Milwaukee employee in a fixed term position will be considered. Individuals with exempt, provisional, temporary, or emergency appointments are not eligible for transfer.

• Applications and transcripts should be submitted no later than the deadline listed above.
• 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 at City Hall, 200 E. Wells St, Room 706, Milwaukee, WI 53202.

EEO CODE = 603

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