COMMUNICATIONS ASSISTANT V

** THIS POSITION IS OPEN TO CURRENT CITY OF MILWAUKEE EMPLOYEES ONLY **

The Communications Assistant V provides operational communications and customer service for the Milwaukee Water Works (MWW) Control Center 24-hours a day, seven days a week.

Customer Calls, Dispatch, and Tracking

• Answer customer service inquiries on standard questions or emergency requests, such as those involving leaks in the street, broken water 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 emergencies and communicate information relative to job needs and status.
• Record service call requests in the daily operations log.
• Monitor all two-way radio transmissions while on shift; communicate by two-way radio with supervisors and crew members.
• Operate, navigate and utilize the MWW Customer Information System (enQuesta), 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 and hose crews, according to written procedures and schedules.

Response Coordination

• Must be able to work shifts including 1st, 2nd, and 3rd, Sunday-Thursday or Tuesday-Saturday, including holidays as scheduled.
• Must be able to work mandatory overtime and respond to emergency call-out to cover shift vacancies and work extended hours as needed.
• Must report to work regardless of weather conditions or emergency events.

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. Four years of office support experience including three years of customer service experience in communication environments, including direct telephone or dispatch activities.

NOTE: Equivalent combinations of education and experience may also be considered however, the three years of customer service experience (indicated in #2 above) is required and may not be substituted with education. 

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 learn and apply MWW Rules and Regulations and policies and procedures.
• Ability to read and interpret job-related documents, such as instructions, policies and procedures, and reports.
• Ability to read maps and learn Milwaukee’s streets.
• Ability to prioritize calls during times of high call volume.
• Ability to actively listen to callers and accurately record information. 
• Ability to read plat books and construction prints.
• Ability to learn and utilize job-specific computer systems such as enQuesta and GIS.
• Knowledge of the English language, including proper sentence structure, grammar, and punctuation.
• Proficiency using Microsoft Office to produce documents and reports.
• Ability to perform accurate data entry.
• Ability to efficiently utilize office equipment, including telephones, computers, copiers and fax machines.

Customer Service, Interpersonal, and Teamwork

• Ability to serve the public respectfully and represent the department positively.
• Ability to remain calm in stressful situations, defuse emotionally charged situations, and seek solutions toward resolution.
• Knowledge of the principles and practices of providing customer service to individuals from all socioeconomic, educational, and cultural backgrounds.
• Written communication skills to appropriately record information and communicate effectively via reports and emails.
• Verbal communication skills, including the ability to communicate with the appropriate level of information, explanation, and professionalism.
• Ability to use active listening skills when interacting with callers, including asking probing questions to gather relevant information about an issue.
• Ability to answer routine questions and work politely with internal and external customers, such as City employees, contractors, and the public.
• Ability to build and maintain effective working relationships with managers and coworkers.
• Ability to work independently and cooperatively in a team-oriented environment.
• Ability to work effectively with people whose backgrounds may differ from one’s own.

Organizational and Professionalism

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

The current starting salary range (Pay Range 6MN) is $52,917-$63,500 annually, and the current incentive salary range for City of Milwaukee residents is $54,505-$65,405 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 Milwaukee Water Works department reserves 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 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.

EEO Code=604

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