COMMUNICATIONS ASSISTANT-SENIOR

The City of Milwaukee is proud to employ a diverse workforce dedicated to delivering exceptional service to its residents. If you are passionate about being part of an inclusive team of public servants, we invite you to consider the following opportunity.

The Communications Assistant-Senior in the Department of Public Works (DPW) Operations Division supports the efficient operation 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 regarding towed vehicles.
• Identify the owners of towed vehicles, assist with processing placards for subsequent towing of abandoned vehicles, and provide residents with information on towing policies and procedures for reporting stolen vehicles.
• Dispatch Parking Enforcement Officers to respond to complaints.
• Respond to inquiries from Parking Enforcement Officers and the Milwaukee Police Department (MPD).
• Receive complaints from residents regarding illegally parked vehicles.
• Record and authorize requests for night parking exemptions.

Administrative Support:

• Assist with training Parking Information Desk employees.

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.

The Communications Assistant-Senior must be willing and able to:

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

1. Three 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, regulations, policies, and procedures.
• Knowledge of customer service best practices and the ability to effectively integrate them into operational processes.
• Ability to learn and efficiently utilize job-specific computer systems, including PeopleSoft, Citation Processing applications, Meter Payment applications, DPW Parking applications, and other database programs.
• Intermediate to advanced proficiency in using standard computer applications, including Microsoft Word, Excel, and Outlook.
• Ability to read and interpret job-related documents, including instructions, reports, 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 perform accurate data entry.

Communication and Interpersonal:

• Verbal communication skills, including the ability to communicate effectively via radio and telephone, professionally providing clear and concise information.
• Effective written communication skills to accurately record information and convey ideas clearly through reports and emails.
• Ability to serve the public respectfully and represent the department in a positive manner.
• Ability to remain calm in stressful situations, defuse emotionally charged situations, and seek solutions toward resolution.
• 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.
• Ability to maintain effective working relationships with all stakeholders, including the public.
• 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.

Judgment and Professionalism:

• Ability to plan, organize, prioritize and complete work to achieve objectives in a timely manner, within deadlines and with limited supervision.
• Ability to meet competing, challenging, and ever-changing priorities.
• Ability to perform work with a high degree of accuracy, detail, and quality.
• Ability to effectively analyze and resolve issues, exercising sound judgment.
• Ability to effectively evaluate or make independent decisions based on experience, knowledge, and training.
• Honesty, integrity, and the ability to maintain confidentiality.
• Ability to be a responsible steward of City of Milwaukee resources.

The current salary range (Pay Range 5EN) is $49,399-$61,424 annually, and the resident incentive salary range is $50,881-$63,267 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 Systems (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 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 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.