WATER CUSTOMER SERVICE SUPERVISOR

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

Under the direction of the Water Customer Service Manager, the Water Customer Service Supervisor provides direction, training and coaching for the Water Business Customer Service staff.

Staff Supervision

• Provide training and coaching, manage staff workload and monitor call center performance and statistics.
• Develop and update job aids, handle escalated and/or complex customer issues and provide staff with updated information, current events and changes that may affect customers; recommend and implement process improvements.
• Assist with the hiring process, including scheduling and participating in interviews and onboarding new employees.

Communication and Coordination

• Communicate in writing with customers, aldermanic staff and other departmental representatives in response to questions, issues and concerns.
• Coordinate and prepare the utility’s timely response to complaints filed with the Public Service Commission of Wisconsin.
• Coordinate and prepare the utility’s timely response to open records requests.

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. Regular status as 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. Bachelor’s degree in business administration, retail science or a related field from an accredited college or university.
3. One year of full-time experience in either a call center or another environment involving high-intensity customer contact.

Equivalent combinations of education and experience may be considered however, education may not be substituted for the one year of experience in a customer contact role.

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.

Technical

• Knowledge of supervisory principles and practices.
• Knowledge of the principles and practices of providing customer service.
• Ability to read and interpret work-related documents. 
• Ability to apply mathematics, statistics, accounting, and financial and human resources reporting in order to support customers and staff in resolving practical problems.
• Skill in using computer applications such as word processing, spreadsheet, database and Teams.
• Ability to learn and to effectively utilize proprietary software, including Avaya/CMS Supervisor (call queue).
• Knowledge of customer information systems.

Leadership

• Ability to assign duties, set performance standards, monitor work in progress, evaluate performance, and make hiring recommendations.
• Ability to provide guidance and training and coach team members to success.
• Ability to achieve customer service excellence through staff training and supervision, satisfactory complaint resolution, and contractor compliance.
• Planning, organizational, and time management skills.
• Ability to direct and coordinate staff.

Communication and Interpersonal

• Written communication skills, including the ability to prepare clear, concise and error-free correspondence and reports.
• Ability to collaborate effectively with diverse staff, officials, contractors and the public.
• Customer focus and a dedication to exceptional service delivery.
• Ability to interact with residents in a courteous, tactful, and concerned manner.
• Ability to communicate with customers and others with the appropriate level of information, explanation and professionalism.
• Ability to work cooperatively and fairly with people whose backgrounds may differ from one's own.
• Ability to remain calm in stressful situations, defuse emotionally charged situations and seek solutions toward resolution.
• Skill in diplomacy.

Critical Thinking

• Analytical skills to be able to evaluate and interpret data and apply knowledge to identify and develop process improvements. 
• Problem-solving skills to effectively address complex challenges.
• Decision-making skills and sound judgment.

Professional Characteristics

• Ability to plan, organize, and prioritize work to achieve objectives within deadlines.
• Detail-oriented.
• Ability to represent the City with professionalism, honesty, and integrity at all times.
• Commitment to professional development and staying abreast of best practices in municipal customer service.
• Ability to work under pressure.
• Ability to remain resilient and coach others to maintain their own resilience.
• Ability to maintain confidentiality.

The current salary range (Pay Range 1FX) is $71,341-$90,796 annually, and the resident incentive salary for City of Milwaukee residents is $73,482-$93,520 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; written tests; interviews; or other assessment methods. The Department of Employee Relations reserves the right to call only the most qualified candidates to oral exams, performance tests, or personal interviews. 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.jobapscloud.com/MIL.
• Applications 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.

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