Customer Service Representative III

The City of Milwaukee is proud to employ a workforce that iscommitted to providing exemplary service to the Citys residents. If yourepassionate about joining an inclusive team of public servants please considerthis opportunity.

As a frontline service provider the Customer ServiceRepresentative III (CSR III) ensures customer satisfaction by performingclerical and customer service functions including responding to inquiries andservice requests by phone and in person scheduling service appointments andhandling cashiering or teller duties.

The Customer Service Representative III may perform some orall of the duties listed below.

CUSTOMER SERVICE

• Provide excellent customer service by professionally and courteously responding to inquiries concerning bills accounts services ongoing cases and/or policies and procedures via phone email message and in person.
• Answer and handle a high volume of phone calls. Serve walk-in customers and/or check in visitors for appointments.
• Explain departmental policies to customers.
• Resolve inquiries and complaints satisfactorily.
• Receive customer payments and record payment arrangements; accept payments through U.S. mail; and process payments in accordance with approved cashiering procedures.
• Explain and clarify charges listed on bills; calculate and issue final billing statements.
• Schedule service appointments and initiate work orders for requested services. (MWW Meter Services and Commercial Service only)

ADMINISTRATIVE

• Perform accurate data entry of customer contact account updates problem resolution and/or documents into the departmental information system.
• Process and send correspondence.
• Review and prepare documents.
• Store and archive hard copy records.

We welcome qualified individuals with disabilities who areinterested in employment and will make reasonable accommodations during thehiring process in accordance with the Americans with Disabilities Act (ADA) of1990 as amended by the Americans with Disabilities Act Amendments Act (ADAAA)of 2008.

• CSR IIIs may be assigned to work at one of several work locations depending upon staffing needs.
• CSR IIIs must be willing and able to work various shifts according to the needs of the hiring department.

1. Three years of office support job experience including two years of experience performing customer service work in an office setting serving the public in person or on the telephone.

Equivalent combinations of education and experience may beconsidered.Up to two years of equivalent education may be substituted for the experience listed above.

IMPORTANT NOTE:Please do not attach your academictranscripts to your employment application. The hiring department will verifycandidates education as part of the background screening process prior toextending any job offers.

• Cashiering or cash-handling experience.
• Call center or high call volume phone experience.

CUSTOMER SERVICE

• Knowledge of the principles and practices of providing customer service.
• Knowledge of proper telephone etiquette.
• Ability to consistently handle a high volume of telephone calls and customer inquiries.
• Ability to greet check in and professionally serve walk-in customers.
• Ability to provide excellent customer service to people from all socioeconomic educational and cultural backgrounds.
• Active listening skills and patience.
• Ability to remain composed and diplomatic even when people are upset.
• Ability to learn retain and apply work rules practices and policies while interacting with customers.

TECHNICAL

• Knowledge of standard computer applications to create documents use spreadsheets and generate reports.
• Ability to learn job-specific computer applications to query databases and perform other job-related transactions.
• Accurate keyboarding and data entry skills.
• Knowledge of mathematics and the ability to make accurate calculations.
• Ability to learn cashiering or teller duties.
• Ability to use office equipment such as cash registers check scanners calculators copiers and fax machines.
• Ability to accurately maintain departmental records.
• Ability to read maps and learn Milwaukees street layout. (MWW Meter Service and Commercial Service only)

COMMUNICATION AND INTERPERSONAL

• Ability to read understand and process work-related documents such as bills correspondence forms and reports.
• 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 in a team environment.
• Ability to work cooperatively and effectively with coworkers and customers whose backgrounds may differ from ones own.

ORGANIZATIONAL AND PROFESSIONALISM

• Ability to meet deadlines in a fast-paced setting.
• Ability to pay attention to details.
• Problem-solving skills and sound judgment.
• Ability to maintain confidentiality and protect information in compliance with applicable rules and regulations.
• Honesty integrity and the ability to serve as an effective steward of City resources.

The current starting salary (PR 6KN) is $49399 annuallyand the current resident incentive starting salary for City of Milwaukeeresidents is $51375 annually.

BENEFITS

The City of Milwaukee provides a comprehensive benefitprogram that includes the following:

• Wisconsin Retirement System (WRS) Defined Benefit Pension 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