LICENSE COORDINATOR

Recruitment #2209-4339-001

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 and Assistant Manager, the License Coordinator provides oversight and coordination of the License Division office functions relative to the administration and issuance of licenses and permits.

Essential Functions

Division Coordination

  • Advise and assist the License Division Manager and Assistant Manager in the preparation of reports, documents, and other materials related to the administration of the License Division.
  • Work closely with the License Division Manager and Assistant Manager in decision making, identifying the need for changes, creating and implementing detailed procedures, letters and forms, and determining work assignments for each License Specialist.
  • Present employee concerns and/or issues for discussion and resolution.
  • Relay information accurately between the employees and managers. 
  • Address situations and problem solve efficiently with an understanding of the impact of an action on all parties. 
  • Address escalated customer service concerns from the public and stakeholders.
  • Supervise the daily work of the License Specialists and assist with problem solving, prioritization, dissemination of changes/updates, and maintaining a high level of communication.
  • Supervise the Customer Service Representative-II-Bilingual and assist with scheduling, training, assessing and evaluating operations, office security protocols and providing recommendations for improvements.
  • Assist License Specialists in the analysis of complex license applications, including the review of business documents, insurance forms and legal forms. 
  • Standardize and compile training materials into standard operating procedures and assist License Specialists with questions regarding procedures.

Office Administration and Automation

  • Assist with the maintenance of the License Division’s current data management system, the License Information Reporting and Administration System (LIRA), and with the implementation and maintenance of the incoming system, Accela Land Management System (LMS).
  • Recognize ethical and legal issues and report concerns to management.   
  • Oversee daily operations to ensure continuous office efficiency by coordinating equipment maintenance, managing supplies, organizing inventory, maintaining orders and the ‘who to contact’ schedule and providing feedback for process improvement.
  • Maintain and supervise the supply room, including the security of license forms and materials.

Staff Assistance for Standing Committees

  • Staff and assist in scheduling for the Standing Committees of the Common Council in the absence of the Manager and Assistant Manager or on behalf of the Division.
  • Ensure close adherence to the Division’s schedule based on the cycles of the Licenses Committee, Public Works Committee, and Common Council; assist in generating renewal applications, following up to avoid lapse in licenses, preparing meeting notices and agendas, granting licenses, and issuing licenses, frequently in high volumes.
  • Interpret and apply the Milwaukee Code of Ordinances (MCO); remain up-to-date relative to changes in the MCO.
  • Create and implement solutions and new procedures and inform the staff and the public accordingly; identify and update forms, letters, and applications and generate mass mailings.

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. Bachelor's degree in public administration, business administration, computer science, or a related field from an accredited college or university.
  2. One year of experience handling escalated customer complaints, working in licensing and/or interpreting and applying ordinances and statutes. 
  3. Appointment as a Wisconsin Notary Public within three months of appointment and throughout employment. To learn about eligibility requirements, visit the Wisconsin Department of Financial Institutions (DFI): https://www.wdfi.org/Apostilles_Notary_Public_and_Trademarks/defaultNotary.htm.

Equivalent combinations of education and experience may also be considered.

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 a job offer.

Desirable Qualifications

Supervisory or team lead experience.

Knowledge, Skills, Abilities & Other Characteristics

Technical

  • Knowledge of and ability to employ business process improvement methods.
  • Knowledge of the principles and practices of public administration and management.
  • Knowledge of and ability to read and interpret local, state, and federal laws, ordinances, statutes, and regulations related to licensing matters and other divisional responsibilities.
  • Knowledge of mathematics and the ability to make accurate calculations.
  • Ability to learn and master licensing database, enterprise, email, internet, and other computer-related functions in order to effectively train others for divisional applications.
  • Ability to use standard computer software and programs, such as word processing, spreadsheet and database, including navigating through multiple software applications while performing other duties. 

Interpersonal, Communication and Customer Service

  • Ability to interact diplomatically with the public and tactfully handle licensing matters.
  • Verbal communication skills, including the ability to clearly and concisely communicate with various audiences.
  • Written communication skills to clearly and effectively prepare error-free reports and business correspondence for diverse audiences. 
  • Ability to build and maintain effective working relationships with multilevel, multicultural staff, elected officials, representatives of other agencies, and the public.
  • Ability to work cooperatively and effectively with people whose backgrounds may differ from one’s own.
  • Ability to develop and deliver training programs and presentations for internal staff and a wider audience.

Staff Supervision

  • Ability to assign duties, set performance standards, monitor work in progress, evaluate performance, and provide constructive feedback.
  • Ability to train, develop, coach, mentor and counsel staff and promote an environment that is conducive to change.
  • Ability to achieve customer service excellence through staff training and supervision, satisfactory complaint resolution, and contractor compliance.
  • Ability to foster an environment of inclusion and respect for all.
  • Planning, organizational, and time management skills and the ability to direct and coordinate staff.
  • Ability to plan, organize, and prioritize work to achieve objectives within deadlines.
  • Ability to assist the Manager and Assistant Manager in making personnel decisions.

Judgement, Planning and Professionalism

  • Commitment to ongoing professional development and continuous learning.
  • Ability to exercise tact and diplomacy.
  • Ability to work independently and reliably under general supervision.
  • Ability to work effectively under pressure and respond with a sense of urgency when issues emerge requiring immediate attention.
  • Ability to exercise sound judgment and decision making to consider potential actions and choose the best solution.
  • Ability to produce detailed and accurate work under strict deadlines.
  • Honesty, integrity, high ethical standards and the ability to maintain confidentiality.
  • Ability to accept direction, give direction to direct reports, work cooperatively in a team environment to plan and evaluate goals, and meet divisional objectives and responsibilities.
  • Ability to respond with a sense of urgency when issues emerge requiring immediate attention.
  • Ability to remain calm in stressful situations.

Current Salary

The current salary range (PG 1CX) is $52,498-$73,504 annually, and the resident incentive salary range for City of Milwaukee residents is $54,073-$75,709 annually.  Appointment above the minimum is possible based upon level of experience and other qualifications and is subject to approval. 

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
  • 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, 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 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 https://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.

Conclusion

EEO=104  

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