UNIFIED CALL CENTER REPRESENTATIVE 3

The current Unified Call Center Representative 3 openings are for first shift: 7:00 a.m. – 3:45 p.m.

The Unified Call Center Representative 3 (UCCR) provides exceptional and accurate customer service for the City of Milwaukee’s Unified Call Center. In this fast-paced environment, the UCCR uses a variety of communication channels to ensure that all customer interactions are resolved efficiently and satisfactorily.

CUSTOMER SERVICE

• Perform customer contact for residents on behalf of City departments and elected/appointed officials.
• Navigate the City of Milwaukee’s Accela Citizen Relationship Management (CRM) system and other relevant applications, ensuring all customer inquiries and service requests are answered or routed properly.
• Utilize highly effective questioning and listening skills to identify customer needs and provide appropriate solutions and options.
• Maintain composure throughout a variety of interactions regardless of the contact type or customer disposition.
• Provide empathetic responses to all customers, work diligently to solve problems and identify future customer issues before they arise.
• Memorize large volumes of City operations information for use during customer interactions; Adapt quickly to frequent, rapid changes in City information, activities, programs and policies; When call volume lowers, review resources to keep current.
• Receive, acknowledge receipt, and respond to email messages containing information updates, requests for additional specific interaction information, and corrections from UCC Administrative staff in a timely and professional manner.
• During lower call-volume periods, monitor receipt of requests submitted online by the public via Click4Action and the MKE Mobile Action app and email messages received from the public via the UCCWebHelp@milwaukee.gov Outlook account; Review, triage and log information requests and transfers to other City departments/divisions when appropriate.

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. Four years of office support job experience, including two years of experience performing customer service work in an office setting serving the public on the telephone. Up to two years of equivalent education may be substituted for the experience listed above however, the two years of performing customer service work in an office setting serving the public on the telephone is required and may not be substituted with education.

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.

• Public-sector telephone call center experience.
• Experience using Accela-CRM/PublicStuff, GovTow, and Adobe Reader.

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 provide excellent customer service and resolve escalated complaints.
• 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 software applications such as word processing and email.
• Ability to learn job-specific computer systems.
• Accurate keyboarding and data entry skills.
• Ability to accurately maintain departmental records.
• Ability to read and interpret job-related materials.
• Ability to memorize information, conduct online research, and navigate quickly between multiple data entry systems in different formats and multiple online resources.
• Written communication skills, including the ability to accurately and consistently record information.
• Ability to understand and follow instructions.

INTERPERSONAL

• 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.

ORGANIZATION AND PROFESSIONALISM

• Ability to handle difficult and stressful situations with professional composure.
• Ability to work effectively under pressure and tight time constraints to handle a high volume of telephone calls and customer inquiries.
• Ability to ready self quickly for next interaction once work on one interaction has concluded.
• Ability to diversify tasks during lower-call-volume intervals.
• Decision-making and sound judgment.
• Problem-solving skills.
• Honesty, integrity and the ability to maintain confidentiality.

The starting salary (5KN) is $58,014 annually, and the resident incentive starting salary for City of Milwaukee residents is $59,754 annually. 

BENEFITS

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
• 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.

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 needs of the City 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.

• APPLICATIONS and further information may 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 at City Hall, 200 E. Wells St., Room 706, Milwaukee, WI 53202

EEO 603

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