CUSTOMER SERVICE REPRESENTATIVE II-BILINGUAL

Recruitment #2209-0441DC-001

Introduction

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.

Purpose

Under the direction of the License Division Manager, the Customer Service Representative II-Bilingual serves as the principal employee who directs customers to the appropriate staff members and City departments.


The written examination is tentatively scheduled for Monday, October 31, 2022.

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.

Essential Functions

Customer Service Support (including utilization of Spanish/English interpretation)

  • 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 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.
  • 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.

Conditions of Employment

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.

Minimum Requirements

  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. Up to one year of equivalent education may be substituted for the experience listed above.
  3. Bilingual in English and in Spanish.

 Equivalent combinations of education and experience may also be considered.

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.

Knowledge, Skills, Abilities & Other Characteristics

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 efficiently use job-specific enterprise software applications.

Organizational and Critical Thinking

  • Ability to organize and maintain files and records.
  • 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, the ability to maintain confidentiality.

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 effectively communicate verbally with customers in both English and Spanish.
  • 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.

Current Salary

The current starting salary (Pay Range 6GN) is $36,977, and the resident incentive starting salary for City of Milwaukee residents is $38,087.

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
  • 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.

Selection Process

THE SELECTION PROCESS will be job related and will consist of one or more of the following: education and experience evaluation; written, oral exams, 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 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. 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.

Additional Information

  • 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.

Conclusion

EEO 603

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