CUSTOMER SERVICE REPRESENTATIVE III (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 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 a part of an inclusive team of public servants, please consider the following opportunity.

The Customer Service Representative III (Bilingual) performs customer service functions, court-related clerical duties and Spanish-English interpretation and translation for the public, defendants, witnesses, legal professionals and staff of the Municipal Court.

Customer Service

• Provide Spanish-English interpretation during court proceedings.
• Provide bilingual customer service to the public during in-person and telephone interactions.  

Administrative

• Review and prepare case documents for appearances in court.
• Check in and roster defendants for court appearances.
• Process incoming case-related correspondence.
• Provide case status and policy/procedure information by telephone.
• Provide teller services to the public.
• Store and archive hard-copy records.
• Provide accurate data entry of case related documents into the Court’s Case Automated Tracking System (CATS) and perform timely updates of incoming information.
• Translate court forms to create Spanish language versions.  

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.

• Individuals who complete an application for general City employment on or after September 1, 2021 and are subsequently appointed to a position must provide proof of being vaccinated against COVID-19 (i.e., received both doses of the Moderna or Pfizer or one dose of the Johnson & Johnson vaccine) or have an approved religious or medical accommodation within ten business days of their employment start date.

1. Four years of office support experience, including three 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 experience listed above. 
2. Bilingual in English and Spanish.                                                

Equivalent combinations of education and experience may also be considered.

IMPORTANT NOTE: To receive credit for college, 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. Your transcript must be legible and include the university or college name, your name, the degree completed (if applicable), and the date the degree was completed. Official or unofficial transcripts are acceptable.  

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

• Wisconsin Court Interpreter Certification
• Cashiering or cash-handling experience.

Customer Service

• Knowledge of principles and practices of providing customer service. 
• Ability to provide excellent customer service to citizens from all economic, educational, and cultural backgrounds.  
• Ability to communicate effectively with internal and external customers, in person, over the telephone and in writing, in both English and Spanish. 
• Ability to remain composed, diplomatic, and positive, even when people are upset. 
• Knowledge of proper telephone etiquette.
• Ability to provide excellent customer service and resolve escalated complaints.
• Ability to consistently handle a high volume of telephone calls and customer inquiries on a daily basis. 
• Active listening skills and patience.
• Ability to read, write and speak in English and Spanish to assist customers in all court-related interactions.    

Administrative

• Ability to read, understand, and process work-related documents, such as bills, correspondence, forms, and reports.
• Ability to meet deadlines in a fast-paced setting.
• Ability to read and understand documents such as legal documents, applications, forms, correspondence, and reports, in both English and Spanish. 
• Written communication skills, including the ability to accurately and consistently record information.
• Knowledge of computers, including Microsoft Windows, word processing, email, and spreadsheet software; ability to learn proprietary software programs; and keyboarding and data entry skills.
• Ability to learn and use departmental software applications. 
• Knowledge of mathematics, ability to make accurate calculations, and ability to learn cashiering duties.
• Ability to understand and follow instructions, both written and verbal.
• Ability to use equipment such as cash registers, check scanners, calculators, copiers, and fax machines.
• Ability to pay attention to details.  

Interpersonal and Judgement

• Ability to deal with stress while maintaining a positive demeanor. 
• Ability to work well in a team environment.
• Ability to work cooperatively and effectively with coworkers and residents whose backgrounds may differ from one’s own.
• Problem-solving skills and sound judgment.
• Honesty, integrity, and the ability to maintain confidentiality.
• Ability to manage a high level of detail with accuracy.  
• Ability to handle multiple assignments to accomplish work within deadlines.  

The starting salary (6HN) is $37,830 and the resident incentive starting salary for City of Milwaukee residents is $38,965. NOTE:  Interpreter Pay: Employees of the Municipal Court shall be eligible for a premium of $1 per hour while performing interpreter duties during court proceedings.

BENEFITS

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 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, November 29, 2021. 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 https://www.jobapscloud.com/MIL/
• Applications and transcripts 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.  

EEO = 603  

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