WATER CUSTOMER SERVICE MANAGER

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.

The Water Customer Service Manager oversees the Milwaukee Water Works’ (MWW) customer service and cashiering units, which handle a high volume of customer calls and in-person transactions on a daily basis. The incumbent ensures the professional, effective, and efficient responses to customers regarding municipal service bills, water usage, address changes, and other requests for service on more than 160,000 accounts.

 CUSTOMER SERVICE MANAGEMENT

• Manage and facilitate the workload and activities of the customer service and cashiering teams who staff the MWW customer service call center and front counter.
• Provide staff with structured training and ongoing coaching.
• Ensure appropriate staffing levels based on call volume and adjust staffing as needed.
• Maintain a climate of outstanding public service by ensuring that responses to customers are professional, courteous, and accurate.
• Provide and prepare staff with updated information, current events, and changes that may affect customers and workload.
• Perform quality control on a subset of calls and provide helpful feedback to staff.
• Recommend, implement, and document work process flow improvements by maintaining up-to-date procedural manuals.
• Respond to customers who require additional assistance than can be provided by staff or supervisors.
• Ensure efficient operations and troubleshoot customer service issues.
• Set and enforce operational standards for answering calls and responding to email inquiries.
• Monitor call metrics and staff performance by collecting customer service data and statistics.

CASHIERING MANAGEMENT

• Oversee daily cash and payment balancing.
• Conduct audits of daily cash receipt processing to ensure accuracy and compliance with financial methods.
• Manage delinquent accounts and oversee the processes required when delinquencies become involved in bankruptcy claims.
• Manage the Deferred Payment Agreement (DPA) program for customers who arrange to pay overdue balances in monthly installments.

ACCOUNT DATA MANAGEMENT

• Oversee and approve certain changes to customer account data.
• Serve as a subject matter expert on MWW’s customer information system (CIS).
• Collaborate and coordinate with MWW’s Technical Services unit to maintain the Interactive Voice Response (IVR) system, which provides customer account information by telephone.
• Serve as a liaison with other Department of Public Works (DPW) divisions, the Milwaukee Metropolitan Sewerage District (MMSD), the Treasurer’s Office, and other City departments regarding billing issues and payment disputes.

REGULATORY COMPLIANCE

• Respond to complaints filed with the Public Service Commission of Wisconsin (PSC).
• Provide detailed reports, including documentation of account records and customer interaction history.
• Ensure that the utility is always in compliance with PSC 185 regulations.
• Document, implement, and administer final outcomes of PSC findings, ensuring that all customers are treated equally under the mandated regulations.

RECORDS MANAGEMENT

• Coordinate and compose MWW’s response to open records requests.
• Compile and perform redaction of customer account records that are subject to open records requests.
• Log all open records requests and ensure all requests are completed as soon as practicable.

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. Bachelor’s degree in business administration, business management, retail science, or a closely related field from an accredited college or university.
2. Three years of experience supervising customer service staff.

Equivalent combination 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.

• Experience supervising staff within a call center environment. 

TECHNICAL

• Ability to comprehend and effectively follow City, MWW and PSC rules, regulations, policies, and procedures.
• Knowledge of general cash handling and reconciling procedures.
• Ability to use mathematical concepts, such as probability and statistical inference.
• Ability to use the Microsoft Office Suite (Word, Excel, and Outlook) and other database applications.
• Ability to read and interpret job-related materials.

CUSTOMER SERVICE AND INTERPERSONAL

• Knowledge of the principles and processes for providing customer service to internal and external customers.
• Verbal communication skills to clearly convey technical information to various audiences.
• Written communication skills, including the ability to prepare clear, concise, and error-free correspondence, reports, standard operating procedures, and job aids.
• Ability to present information effectively in one-on-one and group settings.
• Ability to provide services in a culturally sensitive manner.
• Ability to work cooperatively and fairly with people whose backgrounds may differ from one’s own.
• Ability to respond thoughtfully and professionally to inquiries from officials, customers, residents, outside agencies, and business owners.

CRITICAL THINKING AND JUDGMENT

• Ability to use sound judgment and problem-solving skills.
• Ability to think critically and analytically.
• Ability to respond to escalated complaints with tact, diplomacy, and empathy.
• Ability to manage multiple priorities under pressure and within tight time constraints.
• Ability to perform work with honesty, integrity, and sensitivity while safeguarding City resources.
• Ability to maintain confidentiality.
• Ability to serve as an effective steward of City resources.

LEADERSHIP

• Ability to set clear performance objectives, delegate tasks, monitor work in progress, and evaluate performance.
• Ability to lead by example and train, develop, coach, and counsel staff.
• Ability to create effective and collaborative teams.
• Ability to foster an environment of inclusion and respect for all.

The current salary range (Pay Range 1HX) is $82,677-$105,223 annually, and the resident incentive salary for City of Milwaukee residents is $85,158-$108,380 annually. Appointment above the minimum is possible based upon level of experience and other qualifications and is subject to approval.

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

• Wisconsin Retirement System (WRS) 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.
• 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 in City Hall, 200 E Wells St, Room 706, Milwaukee, WI 53202.

EEO Code = 102

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