Located on the western shore of Lake Michigan,Milwaukee is an urban hub bursting with energy. Milwaukee provides a casualsophistication - big city appeal without the big city hassles. We areaccessible and affordable, and our residents are welcoming. Milwaukee hasevolved through the years, bringing together its unsurpassed charm withtop-flight arts and cultural attractions, professional sports, lakefrontfestivals, recreational opportunities, and great restaurants.

TheCity of Milwaukee is proud to employ a diverse workforce that is committed toproviding exemplary service to the City's residents. If you have a passion forbeing part of an inclusive team of public servants, please consider thefollowing opportunity.

As frontline serviceprovider, a Customer Service Representative III-Bilingual (CSR III-Bilingual)ensures customer satisfaction by performing clerical and customer servicefunctions such as responding to inquiries and requests for services viatelephone and in person, scheduling service appointments, handling cashieringor teller duties, and providing Spanish-English interpretation and translationfor staff and the public.

Customer Service Representative III-BILINGUALwill be open for the submissionof applications multiple times throughout 2024. *Only applicants who meet theminimum requirements of the job will be invited to participate in the selectionprocess.

Depending upon the departmental assignment,the Customer Service Representative III-Bilingual will perform interpretation,translation, or both interpretation and translation services.

CUSTOMER SERVICE

• Provide Spanish-English interpretation, such as during court proceedings.
• Provide bilingual customer service to the public during in-person and telephone interactions.
• Provide excellent customer service by professionally and courteously responding to customer inquiries concerning bills, accounts, services, ongoing cases, and/or policies and procedures via phone and in person.
• Answer and handle a high volume of phone calls. Serve walk-in customers and/or check in visitors for appointments or court appearances.
• 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.

ADMINISTRATIVE

• Translate departmental forms to create Spanish language versions.
• Perform accurate data entry of customer contacts, account updates, problem resolutions, and/or documents into the departmental information system.
• Process and send correspondence.
• Review and prepare documents.
• Store and archive hard copy records.

Wewelcome qualified individuals with disabilities who are interested inemployment and will make reasonable accommodations during the hiring process inaccordance with the Americans with Disabilities Act (ADA) of 1990, as amendedby the Americans with Disabilities 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 supportjob experience, including two years of experience performing customer servicework in an office setting serving the public in person or on thetelephone.Up to two years of equivalent education may be substitutedfor the experience listed above.

2. Bilingual in English andSpanish.

Equivalentcombinations of education and experience may be considered.

NOTE:Please donot attach your academic transcripts to your employment application. The hiringdepartment will verify candidates' education as part of the backgroundscreening process prior to extending any job offers.

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 serve walk-in customers in a professional manner.
• 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 and use spreadsheets.
• Ability to learn job-specific computer systems.
• 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 and interpret job-related materials.

BILINGUAL COMMUNICATION

• Ability to communicate effectively verbally with customers in both English and Spanish.
• Ability to read, understand, and process work-related documents, such as bills, correspondence, forms, and reports, in both English and Spanish.
• Written communication skills in both English and Spanish, including the ability to accurately record information and prepare correspondence.
• Ability to understand and follow instructions, both written and verbal.

INTERPERSONAL

• Ability to work well in a team environment.
• Ability to work cooperatively and effectively with coworkers and customers whose backgrounds may differ from one's 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.
• Honesty, integrity, and the ability to maintain confidentiality.

The current starting salary (Pay Range 6HN) is$40,146annually, and the resident incentive starting salary for City ofMilwaukee residents is$41,350 annually.Note regardinginterpreter pay:Employeesof the Municipal Court shall be eligible for a premium of $1 per hour whileperforming interpreter duties during court proceedings.

BENEFITS

The City of Milwaukee provides acomprehensive 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 bythe City of Milwaukee, please visit.

THESELECTION PROCESS will be job relatedand will consist of one or more of the following: an evaluation of education,experience and/or responses to supplemental questions; a written or performancetest, a structured interview or other assessment methods. The Department ofEmployee Relations reserves the right to call only the most qualifiedcandidates to structured interviews and performance examinations. Structuredinterviews may include written exercises. Selection process component weightswill be determined by further analysis of the job.

THIS IS A CONTINUOUSRECRUITMENT. Applications will be accepted and interviews heldduring 2024 as often asrequired to meet the needs of the City. Qualified applicants will be notifiedby email of the date, time, and place of the examination. Unless otherwiserequired by law, the City of Milwaukee will not provide alternative testadministration. The applicant is responsible for attending all phases of thejob selection process at the time and place designated by the City ofMilwaukee. Employment may be possible immediately following the examination ifpositions are vacant at that time. The names of successful candidates will beplaced on the eligible list in a rank determined by the final grade withoutreference to the date of the examination. The names of candidates who pass allphases of the selection process may remain on an eligible list resulting from acontinuous examination for up to six months.

NOTE:Candidates will be required to participate in an assessment of theircommunication skills related to interpreting and translating English andSpanish.

• Applications 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.