CUSTOMER SERVICE REPRESENTATIVE II-BILINGUAL

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 eligible list resulting from this examination may be used to fill other similar City of Milwaukee Customer Service Representative II (bilingual) vacancies.

Under the direction of the License Coordinator, the Customer Service Representative II-Bilingual will serve as the principal person directing customers to the appropriate staff members and City departments by operating the division telephone systems and acting as a receptionist, and performing office support duties.

• Operate the division telephone system, route calls to appropriate staff members or other City departments and take messages as needed.
• Respond to questions from walk-in and telephone customers as to the responsibilities of the division. Direct customers to the appropriate department or other jurisdiction as necessary.
• Handle a variety of customers in person and by telephone.
• Update and maintain computerized and physical license records.
• Operate license computer and word processing systems.
• Open, clock-in and distribute daily mail including USPS, UPS, FedEx, and messengered.
• Verify license information in license computer system.
• Add additional information in license computer system to assist the License Specialists with customers.
• Maintain an efficient reception area while dealing with multiple customers and numerous calls.
• Answer questions regarding basic license procedures and processes.
• Process reports as assigned.

Reasonable accommodations requested by qualified individuals with disabilities will be made 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. Four years of office support experience that includes 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 (transcripts are required) may be substituted for general office experience, however, education may not be substituted for the type of customer service work listed above.
2. Bilingual in English and Spanish.

  Equivalent combinations of education and experience may also be considered.

IMPORTANT NOTE: If Applicable, college transcripts are required and must be received by the application period closing date. Transcripts should be attached to your online application. Applications without transcripts attached will be considered incomplete and will be rejected. Student/unofficial copies are acceptable; however, your transcript must be legible and include your college/university name, your name, the degree completed (if applicable) and the date completed.

Note: Candidates will be required to participate in an assessment of their communication skills related to interpreting and translating English and Spanish.

• Knowledge of licenses issued by the License Division.

• Knowledge of the principles and practices of providing customer service.
• Knowledge of proper telephone etiquette.
• Knowledge of software applications such as word processing, email, spreadsheet software and database systems.
• 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.
• Organization skills, including the ability to maintain multiple filing systems.
• Ability to learn and use departmental software applications.
• Oral communication skills to effectively communicate with customers, elected officials, and other City departments, in person, over the telephone and in writing, in both English and Spanish.
• Ability to read and understand documents such as license applications, forms, correspondence, and reports, in both English and Spanish.
• Ability to manage a high level of detail with accuracy.
• Ability to communicate with culturally diverse individuals at all levels inside and outside the organization.
• Ability to understand and follow instructions, both written and oral.
• Ability to remain composed, diplomatic, and positive, even when people are upset.
• Ability to work cooperatively and effectively with coworkers and citizens whose backgrounds may differ from one’s own.
• Decision-making skills and sound judgment.
• Ability to handle multiple assignments to accomplish work.
• Honesty and integrity and the ability to maintain confidentiality.

The current starting salary(Pay Range 6GN) is $36,252 , and the resident incentive starting salary for City of Milwaukee residents is $37,340.  

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/Benefits2019.

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 oral and performance examinations. Oral examinations may include written exercises. Selection process component weights will be determined by further analysis of the job.

INITIAL FILING DATE - The examination will be held as soon as practical after Monday, October 14, 2019. 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 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.

• APPLICATIONS and further information may be accessed by visiting, http://city.milwaukee.gov/jobs.
• 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

EEO 603

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