CUSTOMER SERVICE REPRESENTATIVE II-BILINGUAL

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

Under the direction of the License Division Manager, the Customer Service Representative II-Bilingual serves as the primary point of contact, directing customers to the appropriate staff members and City departments.

The written examination is tentatively scheduled for Tuesday, March 17, 2026.

Candidates who successfully complete the written examination will be required to participate in an assessment of their communication skills related to interpreting and translating English and Spanish; date to be determined.

The Customer Service Representative II-Bilingual will provide Spanish/English interpretation and translation.

Customer Service Support

• Provide Spanish-English interpretation, including as a back-up during License Committee proceedings.
• Provide bilingual customer service to the public during in-person and telephone interactions.
• Respond to questions from walk-in and telephone customers.
• Direct customers to the appropriate department or other jurisdiction as necessary.
• Answer questions regarding basic license procedures and processes.
• Maintain an efficient reception area while serving multiple customers.

Departmental Administrative Support

• Update and maintain computerized and physical license records.
• Operate Microsoft Office and perform accurate data entry of customer contacts, account updates, problem resolutions, and/or documents into the departmental information systems such as the License Information Reporting System (LIRA) and the Accela Land Management System; query using search terms provided.
• Open and distribute departmental daily mail.
• Verify license information in the license computer system.
• Translate departmental forms to create Spanish language versions.
• Provide bilingual customer service to the public during in-person and telephone interactions.
• Prepare reports, including statistical data, and support materials relating to the issuance of licenses and permits, employing database, spreadsheet and word processing software.

 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. Two years of office support job experience, including one year of experience performing customer service work in an office setting, serving the public in person or on the telephone.
2. Bilingual in English and Spanish.

Equivalent combinations of education and experience may also be considered; however, only one year of equivalent education may be substituted for the experience listed in #1 above.

IMPORTANT NOTE: 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.

Technical

• Knowledge of software applications such as word processing, email, spreadsheet, and database.
• Skill in creating documents such as routine correspondence, spreadsheets, and reports using Microsoft Word and Excel software.
• Familiarity with office equipment, including telephones, computers, copiers, and fax machines.
• Ability to learn to use job-specific enterprise software applications efficiently.

Bilingual Communication

• Ability to communicate effectively verbally with customers in both English and Spanish.
• Ability to read, understand, and process work-related documents, such as bills, correspondence, forms, and reports, in both English and Spanish.
• Written communication skills in both English and Spanish, including the ability to accurately record information and prepare correspondence.
• Ability to understand and follow instructions, both written and verbal.
• Ability to organize and maintain files and records. 

Communication, Interpersonal, and Customer Service

• Knowledge of and the ability to use proper telephone etiquette.
• Knowledge of the principles and practices of providing excellent customer service and the ability to apply those principles.
• Ability to understand and follow instructions, both written and verbal.
• Ability to communicate with culturally diverse individuals at all levels inside and outside the organization.
• Ability to remain composed, diplomatic, and positive, even when people are upset.
• Ability to work independently and in a team environment.
• Ability to work cooperatively and effectively with coworkers and customers whose backgrounds may differ from one’s own.

Organizational and Critical Thinking

• Time management skills, including the ability to manage multiple and competing priorities.
• Ability to perform detailed work accurately and efficiently.
• Ability to demonstrate initiative, flexibility, and sound judgment.
• Honesty, integrity, and the ability to maintain confidentiality.
• Ability to serve as an effective steward of City resources.

The current starting salary (Pay Range 6HN) is $46,256 annually, and the resident incentive starting salary for City of Milwaukee residents is $48,106 annually.

NOTE: Any employee who holds a position designated as bilingual in the Salary Ordinance or Positions Ordinance shall be paid an additional $2.00 per hour.

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 City's needs are met. Qualified applicants will be notified of the date, time, and place of the selection process components. Unless required by law, the City of Milwaukee will not provide alternative dates or times for the selection process. 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.