CUSTOMER SERVICE REPRESENTATIVE III

Located on the western shore of Lake Michigan, Milwaukee is an urban hub bursting with energy. Milwaukee provides a casual sophistication – big city appeal without the big-city hassles. We are accessible and affordable, and our residents are welcoming. Milwaukee has evolved through the years, bringing together its unsurpassed old-world charm with a breathtaking Art Museum, top-flight arts and cultural attractions, professional sports, lakefront festivals, recreational opportunities and great restaurants.

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 part of an inclusive team of public servants, please consider the following opportunity.

As frontline service provider, a Customer Service Representative III (CSR III) ensures customer satisfaction by performing clerical and customer service functions such as responding to inquiries and requests for services via telephone and in person, scheduling service appointments, and handling cashiering or teller duties.

Customer Service Representative III will be open for applications multiple times throughout 2022. (See the chart below.) *Only applicants who meet the minimum requirements of the job will be invited to participate in the selection process.

APPLICATION PERIODS AND EXAM ADMINISTRATIONS 2022

The Customer Service Representative III may perform some or all of the duties listed below.

CUSTOMER SERVICE

• Provide excellent customer service by professionally and courteously responding to customer inquiries concerning bills, accounts, services, ongoing cases, and/or policies and procedures via phone and in person.
• Answer and handle a high volume of phone calls. Serve walk-in customers and/or check in visitors for appointments or court appearances.
• Explain departmental policies to customers.
• Resolve inquiries and complaints satisfactorily.
• Receive customer payments and record payment arrangements; accept payments through U.S. mail; and process payments in accordance with approved cashiering procedures.
• Explain and clarify charges listed on bills; calculate and issue final billing statements.
• Schedule service appointments and initiate work orders for requested services.

Please be advised that new employees are required to have received either both doses of the Moderna or Pfizer or one dose of the Johnson & Johnson vaccine prior to their employment start date or have an approved religious or medical accommodation prior to their employment start date. You can find further information relative to the City’s COVID-19 Vaccination Policy here.

• CSR IIIs may be assigned to work at one of several work locations depending upon staffing needs.
• CSR IIIs must be willing and able to work various shifts according to the needs of the hiring department.

1.     Three years of office support job experience, including two years of experience performing customer service work in an office setting serving the public in person or on the telephone. Up to two years of equivalent education (for which transcripts are required; see below) may be substituted for the experience listed above.

Equivalent combinations of education and experience may be considered.

IMPORTANT NOTE: If applicable, transcripts are required and must be received by the application period closing date. College transcripts should be attached to your online application or sent via email to staffinginfo@milwaukee.gov. It is imperative that you provide transcripts to ensure that you are given credit for job-related education. Otherwise, when your background is assessed to determine whether you meet the minimum qualifications for this position, your application will be considered incomplete and may not be accepted. Your transcript must be legible and include the following information: the college/university name, your name, the degree completed, and degree completion date (if applicable). Student copies are acceptable.

• Cashiering or cash-handling experience.
• Call center or high call volume phone experience.

CUSTOMER SERVICE

• Knowledge of the principles and practices of providing customer service.
• Knowledge of proper telephone etiquette.
• Ability to consistently handle a high volume of telephone calls and customer inquiries.
• Ability to greet, check-in, and serve walk-in customers in a professional manner.
• Ability to provide excellent customer service to people from all socioeconomic, educational, and cultural backgrounds.
• Active listening skills and patience.
• Ability to remain composed and diplomatic, even when people are upset. 
• Ability to learn, retain, and apply work rules, practices, and policies while interacting with customers.

TECHNICAL

• Knowledge of standard computer applications to create documents and use spreadsheets.
• Ability to learn job-specific computer systems.
• Accurate keyboarding and data entry skills.
• Knowledge of mathematics and the ability to make accurate calculations
• Ability to learn cashiering or teller duties.
• Ability to use office equipment such as cash registers, check scanners, calculators, copiers, and fax machines.
• Ability to accurately maintain departmental records.
• Ability to read maps and learn Milwaukee’s street layouts.

COMMUNICATION AND INTERPERSONAL

• Ability to read, understand, and process work-related documents, such as bills, correspondence, forms, and reports.
• Ability to understand and follow instructions, both written and verbal.
• Written communication skills, including the ability to accurately record information and prepare correspondence.
• Ability to work well in a team environment.
• Ability to work cooperatively and effectively with coworkers and customers whose backgrounds may differ from one’s own.

ORGANIZATIONAL AND PROFESSIONALISM

• Ability to meet deadlines in a fast-paced setting.
• Ability to pay attention to details.
• Problem-solving skills and sound judgment.
• Honesty, integrity, and the ability to maintain confidentiality.

The current salary range (PR 7DN) is $38,587-$42,701 annually, and the current resident incentive salary range for City of Milwaukee residents is $39,744-$43,982.

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

• Defined Benefit Pension Plan
• 457 Deferred Compensation Plan
• Health and Dental Insurance
• Comprehensive Wellness Program
• Onsite Clinic Services
• Onsite Employee Assistance Program
• Alternative Work Schedules
• Long Term Disability Insurance
• Group Life Insurance
• Tuition Benefits
• Paid Vacation
• 11 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: education and experience evaluation; written, oral or performance tests; or other assessment methods. The Department of Employee Relations reserves the right to call only the most qualified candidates to the oral examination. Oral examinations may include written exercises. Selection process component weights will be determined by further analysis of the job.

THIS IS A CONTINUOUS RECRUITMENT. Applications will be accepted and interviews held during 2022 as often as required to meet the needs of the City. Qualified applicants will be notified by email of the date, time, and place of the examination. Unless otherwise required by law, the City of Milwaukee will not provide alternative test administration. The applicant is responsible for attending all phases of the job selection process at the time and place designated by the City of Milwaukee. Employment may be possible immediately following the examination if positions are vacant at that time. The names of successful candidates will be placed on the eligible list in a rank determined by the final grade without reference to the date of the examination. The names of candidates who pass all phases of the selection process may remain on an eligible list resulting from a continuous examination for up to six months.

• 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 603

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