PROGRAM ASSISTANT I

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

The Program Assistant I in the Milwaukee Water Works (MWW), Meter Services unit oversees the processes that loads data from the Automated Meter Reading (AMR) system to MWW’s customer information system (enQuesta) and performs maintenance and optimization to the daily work routes used by the Meter Services field staff.

Meter Reading Program Support

• Initiate and oversee the computer interface between the radio-based AMR system and enQuesta.
• Provide support that allows for timely billing, based on accurate meter reads.
• Analyze data to address missed reads; make other corrections.
• Determine the cause of meter read issues and initiate corrective action.
• Maintain the daily meter reading routes.
• Perform analysis of the meter reading routes and determine when to modify or re-route for optimal efficiency.

Customer Service and Account Maintenance

• Prepare reports, letters, requisitions and forms using Microsoft Office applications and enQuesta Document Designer.
• Evaluate consumption history and patterns to determine when customers should receive letters regarding unusually high-water usage.
• Analyze and track customer accounts to send letters concerning plumbing conditions, corrective action, required meter maintenance and pending water service disconnections.
• Create various components of new customer accounts in enQuesta.
• Answer both routine and escalated customer inquiries concerning the meter reading process.

Office Administration

• Ensure daily paperwork is processed and distributed to appropriate staff.
• Ensure work and log entries are completed in a timely manner.
• Coordinate and review work assigned to the Customer Service Representatives and provide training.
• Dispatch work orders to field staff.
• Maintain the physical key file for access to certain premises.

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 a 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. Four years of progressively responsible experience performing administrative work closely related to the duties described above.

Equivalent combination of education and experience may be considered.

• Experience using AMR system, enQuesta or other similar software application.

Technical

• Ability to learn and apply MWW Rules & Regulations, policies and procedures.
• Ability to learn and use specialized departmental software applications.
• Ability to read, understand, and process work-related documents, such as instructions, reports, bills, correspondence, forms and other materials.
• Ability to actively listen to callers and accurately record information.
• Knowledge of the English language, including proper sentence structure, grammar, and punctuation.
• Proficiency with standard computer software programs such as word processing, spreadsheet, databases and the Internet.
• Ability to perform accurate keyboarding and data entry.
• Ability to maintain complete and accurate records.
• Ability to utilize office equipment efficiently, including telephones, computers, copiers and fax machines.
• Ability to maintain physical and electronic filing systems.

Customer Service, Interpersonal and Teamwork

• Knowledge of principles and practices of customer service best practices.
• Ability to answer routine questions and work positively with internal and external customers.
• Ability to work cooperatively and effectively with people whose backgrounds may differ from one’s own.
• Verbal communication skills to communicate effectively provide information to individuals of varied levels of understanding, both in person and over the phone.
• Ability to understand and follow instructions, both written and verbal.
• Written communication skills, including the ability to accurately record information and prepare correspondence.
• Ability to work well independently and as a member of a team.

Organization and Professionalism

• Ability to maintain accurate records and prioritize tasks to meet deadlines.
• Ability to complete assignments in a timely manner.
• Ability to solve problems satisfactorily and exercise sound judgment.
• Ability to manage complex processes with accuracy and attention to detail.
• Ability to work effectively under pressure, in a busy setting and within tight time constraints.
• Ability to identify opportunities for process improvement.
• Ability to approach problems in a logical manner and develop and implement solutions.

Subject to Common Council and Mayoral approval, the salary range (Pay Range 5GN) $53,351-$66,689 annually and the resident incentive salary for City of Milwaukee residents is $54,952-$68,690. 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, an evaluation of written communication, interviews, and/or other assessment methods. The Department of Employee Relations and the Milwaukee Water Works reserve the right to call only the most qualified candidates to proceed in the selection process. 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.

• APPLICATIONS and further information can 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 in City Hall, 200 E Wells St, Room 706, Milwaukee, WI 53202.

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