UCC CUSTOMER SERVICE REPRESENTATIVE IV

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

The current Customer Service Representative IV openings available for first shift; however, second shift openings may be available in the future.

Under the general direction of the Call Center Operations Manager the Customer Service Representative IV is responsible for delivering exceptional and accurate customer service for the City of Milwaukee Unified Call Center. The Customer Service Representative IV plays a critical role in providing support to the UCC Supervisor and maintaining service in a fast paced environment.

• Responsible for lead customer contact for citizens on behalf of city departments and elected/appointed officials.
• Provide exceptional problem solving skills in handling complex calls.
• Demonstrate exceptional technological skills to navigate the City of Milwaukee’s Citizen Relationship Management (CRM) system and other relevant applications, ensuring all customer inquiries and service requests are answered or routed properly.
• Utilize highly effective questioning and listening skills to identify customer needs and provide appropriate solutions and options.  
• Supervise and monitor agent activity for adherence to Unified Call Center customer service and call handling guidelines.
• Review and provide data to Call Center Supervisor and Call Center Operations Manager for improvements in the systems, enhanced training and procedural documentation.
• Produce and review call scripts, best practice documents, or knowledge base development.

1. Regular status as City of Milwaukee employee, having successfully completed a probationary period for a civil service position.
2. Four years of office support experience, including at least two years of experience performing customer service related work at the level of a customer service representative II or above.

Equivalent combinations of education and experience may be considered.

IMPORTANT NOTE: College transcripts are required and must be received by the application period closing date. Transcripts should be attached to your online application. Applications without transcripts attached will be considered incomplete and will be rejected. Student/unofficial copies are acceptable; however, your transcript must be legible and include your college/university name, your name, the degree completed (if applicable) and the date completed.

• Knowledge of the principles and best practices for providing excellent customer service.
• Knowledge of call center management and technologies, such as Citizen Relationship Management (CRM) systems.
• Ability to interpret city policies and ordinances.
• Ability to think critically and analytically to problem-solve, make decisions and use sound judgment to resolve customer complaints.
• Ability to balance customer needs without compromising city policies or ordinances.
• Ability to work in a fast-paced team environment.
• Ability to work effectively under pressure and tight time constraints to handle a high volume of telephone calls and customer inquiries.
• Interpersonal and customer service skills to be able to establish and maintain good relationships with elected officials, City staff and citizens.
• Proficient using standard computer software and programs such as word processing, spreadsheet, and database.
• Familiarity with office equipment, including telephones, computers, copiers and fax machines. 
• Ability to establish and maintain effective working relationships with other employees and the general public.
• Ability to remain calm and professional and to exercise tact when serving customers who may be upset, both in person and over the phone.
• Ability to read, interpret and write reports.
• Written and oral communication skills, including the ability to develop training manuals, policies, correspondence and reports.
• Ability to write scripts and processes related to government services and operations.
• Ability to perform accurate data entry.
• Ability to exhibit exemplary professionalism.

The current salary range (Pay Range 6JN) for City of Milwaukee residents is $39,611-$44,546 annually, and the non-resident salary range is $38,639-$43,453. 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, written tests, interview, or other assessment methods.  The Department of Employee Relations and the Unified Call Center reserve the right to call only the most qualified candidates to oral, performance tests or personal interviews. Information from the selection process will be used to make a hiring decision. Selected candidates will be transferred and/or promoted to the position.

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 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.jobaps.com/MIL.

• Applications and transcripts 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.

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