Communications Assistant V

** THIS POSITION IS OPEN TO CURRENT CITY OF MILWAUKEEEMPLOYEES ONLY **

The Communications Assistant V provides operationalcommunications and customer service for the Milwaukee Water Works (MWW) ControlCenter 24-hours a day seven days a week.

Customer Calls Dispatch and Tracking

• Answer customer service inquiries on standard questions or emergency requests such as those involving leaks in the street broken water mains open hydrants and water quality.
• Provide professional and courteous assistance for both emergency and routine calls from customers contractors plumbers and elected officials.
• Dispatch Water Distribution Investigators to assist customers.
• Notify supervision of emergencies and communicate information relative to job needs and status.
• Record service call requests in the daily operations log.
• Monitor all two-way radio transmissions while on shift; communicate by two-way radio with supervisors and crew members.
• Operate navigate and utilize the MWW Customer Information System (enQuesta) Geographic Information System (GIS) and other databases to obtain information and to create work orders for activities such as assigned jobs water turn on/off requests owners leaks hydrant information and maps.
• Make emergency personnel call-outs for water main repair and hose crews according to written procedures and schedules.

Response Coordination

• Must be able to work shifts including 1st 2nd and 3rd Sunday-Thursday or Tuesday-Saturday including holidays as scheduled.
• Must be able to work mandatory overtime and respond to emergency call-out to cover shift vacancies and work extended hours as needed.
• Must report to work regardless of weather conditions or emergency events.

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 office support experience including three years of customer service experience in communication environments including direct telephone or dispatch activities.

NOTE: Equivalent combinations of education and experiencemay also be considered however the three years of customer service experience(indicated in #2 above) is required and may not be substituted with education.

NOTICE:Please do not attach your academic transcriptsto your employment application. The hiring department will verify candidateseducation as part of the background screening process prior to extending anyjob offers.

• Familiarity with City of Milwaukee streets and service area districts.

Technical

• Ability to learn and apply MWW Rules and Regulations and policies and procedures.
• Ability to read and interpret job-related documents such as instructions policies and procedures and reports.
• Ability to read maps and learn Milwaukees streets.
• Ability to prioritize calls during times of high call volume.
• Ability to actively listen to callers and accurately record information.
• Ability to read plat books and construction prints.
• Ability to learn and utilize job-specific computer systems such as enQuesta and GIS.
• Knowledge of the English language including proper sentence structure grammar and punctuation.
• Proficiency using Microsoft Office to produce documents and reports.
• Ability to perform accurate data entry.
• Ability to efficiently utilize office equipment including telephones computers copiers and fax machines.

Customer Service Interpersonal and Teamwork

• Ability to serve the public respectfully and represent the department positively.
• Ability to remain calm in stressful situations defuse emotionally charged situations and seek solutions toward resolution.
• Knowledge of the principles and practices of providing customer service to individuals from all socioeconomic educational and cultural backgrounds.
• Written communication skills to appropriately record information and communicate effectively via reports and emails.
• Verbal communication skills including the ability to communicate with the appropriate level of information explanation and professionalism.
• Ability to use active listening skills when interacting with callers including asking probing questions to gather relevant information about an issue.
• Ability to answer routine questions and work politely with internal and external customers such as City employees contractors and the public.
• Ability to build and maintain effective working relationships with managers and coworkers.
• Ability to work independently and cooperatively in a team-oriented environment.
• Ability to work effectively with people whose backgrounds may differ from ones own.

Organizational and Professionalism

• Ability to maintain accurate records.
• Ability to use facts and effective judgment in responding to calls.
• Time management skills to complete assignments promptly and meet deadlines.
• Ability to solve problems satisfactorily.
• Attention to detail.
• Ability to maintain confidentiality.
• Ability to exhibit effective stewardship of City resources.

The current starting salary range (Pay Range 6MN) is$52917-$65405annually and thecurrent incentive salary range for City of Milwaukee residents is$55034-$68021annually.Appointment will be made in accordance with the provisions of thesalary ordinance.

THE SELECTION PROCESSwill be job-related and will consist of one ormore of the following: an evaluation of related education experience andaccomplishments an evaluation of written communication interviews and/orother assessment methods. The Department of Employee Relations and the MilwaukeeWater Works reserve the right to call only the most qualified candidates toproceed in the selection process. Information from the selection process willbe used to make a hiring decision. Selected candidates will be transferred and/orpromoted to the position.

INITIAL FILING DATE The selection process will be held assoon as practical after the deadline listed above. Receipt of applications maybe discontinued at any time after this date without prior notice. Howeverrecruitment may continue until the Citys needs have been met. The applicant isresponsible for attending all phases of the selection process at the time andplace designated by the hiring authority.

NOTE:Transfer/PromotionalOpportunities and Promotional Examinations are not open to Milwaukee PublicSchools employees or to the public. Only current City of Milwaukee employeesand civilian personnel in the MFD and MPD hired through a City ServiceCommission process who have successfully passed a probationary period for aCivil Service position or who have status as a City of Milwaukee employee in afixed-term position will be considered. Individuals with exempt provisionaltemporary or emergency appointments are not eligible for transfer.

• Applications can be accessed by visiting you would like assistance completing an application please contact the Department of Employee Relations at or
• 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 andis an equal opportunity employer.