COMMUNICATIONS ASSISTANT LEAD

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

The Communications Assistant Lead in the Department of Public Works (DPW) Operations Division serves as a lead worker, assisting in the day-to-day operations of the Parking Information Desk.

Customer Calls, Dispatch, and Tracking:

• Record and process towing and tow tracking information via computer and radio requests and respond to residents' inquiries about towed vehicles.
• Identify owners of towed vehicles, assist with processing placards for subsequent towing of abandoned vehicles, and provide residents with information on towing policies and the reporting of stolen vehicles.
• Dispatch Parking Enforcement Officers to respond to complaints.
• Respond to Parking Enforcement Officer and Milwaukee Police Department (MPD) inquiries.
• Receive resident complaints regarding illegally parked vehicles.
• Record and authorize requests for night parking exemptions.

Lead Duties:

• Oversee the daily operations of the Parking Information Desk, reviewing records and reports for accuracy and completeness.
• Assign work to the Communications Assistant - Senior.
• Assist with training Parking Information Desk employees.
• Assist with scheduling, ensuring sufficient staffing daily.
• Review online citation appeals using several software applications, making determinations based on State Statutes and City Ordinances and documenting and reporting the circumstances to improve operations as needed.
• Assist with creating standard operating procedures.

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.

• To maintain 24-hour coverage, must be able to work rotating shifts, including 1st, 2nd, and 3rd shifts Monday through Sunday, including holidays, as scheduled.
• Must be able to work mandatory overtime to cover shift vacancies and work extended hours as needed.
• Must work variable and extended hours to meet the City’s needs during weather-related events and other emergencies.

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 experience at a dispatch or high-volume customer call center.

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.

• General knowledge of City Parking Ordinances, parking enforcement, towing, and citation processing.

Technical:

•  Ability to learn and apply DPW Rules and Regulations and policies and procedures.
• Ability to read and interpret job-related documents, such as instructions, reports, and policies and procedures.
• Ability to read maps and learn Milwaukee’s streets, locations, and boundaries.
• Ability to prioritize calls during times of high call volume.
• Ability to actively listen to callers and accurately record information.
• Ability to learn and utilize job-specific computer systems such as PeopleSoft, Citation Processing applications, Meter Payment applications, DPW Parking applications, and other database programs.
• Knowledge of the English language, including proper sentence structure, grammar, and punctuation.
• Proficiency in 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 and Interpersonal:

• 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 by radio and telephone with appropriate 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.
• Ability to handle multiple priorities and to work within tight time constraints.
• Ability to organize workflow to meet organizational demands.
• Ability to solve problems satisfactorily.
• Attention to detail.
• Ability to maintain confidentiality.
• Ability to exhibit effective stewardship of City resources.

The current salary range (Pay Range 5FN) is $51,987-$64,495 annually, and the resident incentive salary range is $53,547-$66,430 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 Public Works 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.

APPLICATION PROCEDURE:

• Applications can be accessed by visiting www.jobaps.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 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.