Customer Service Representative III

MPL•Milwaukee, WI

About The Position

The Customer Service Representative III (CSR III) is a frontline service provider for the City of Milwaukee who performs clerical and customer service functions to ensure customer satisfaction. Duties include responding to inquiries and service requests by phone, email, and in person; scheduling service appointments; and handling cashiering or teller duties. CSR IIIs may be assigned to different work locations based on staffing needs and must be willing and able to work various shifts according to the hiring department’s needs. The City welcomes qualified individuals with disabilities and will provide reasonable accommodations during the hiring process in accordance with the ADA and ADAAA. Selection may include evaluation of education and experience, supplemental questions, written or performance tests, structured interviews, or other assessments. The City may invite only the most qualified applicants to interviews or performance examinations.

Requirements

Three years of office support job experience, including two years performing customer service work in an office setting serving the public in person or by telephone. Equivalent combinations of education and experience may be considered.
Up to two years of equivalent education may substitute for the experience listed above.
Knowledge of customer service principles and practices and proper telephone etiquette.
Ability to handle a high volume of telephone calls and customer inquiries, serve walk-in customers professionally, and provide excellent service to people from varied socioeconomic, educational, and cultural backgrounds.
Active listening, patience, composure, and diplomacy when interacting with upset customers.
Ability to learn, retain, and apply work rules, practices, and policies while interacting with customers.
Knowledge of standard computer applications for creating documents, using spreadsheets, and generating reports; ability to learn job-specific applications for database queries and transactions.
Accurate keyboarding and data-entry skills; mathematical ability to make accurate calculations; and ability to learn cashiering or teller duties.
Ability to use office equipment such as cash registers, check scanners, calculators, copiers, and fax machines, and to maintain departmental records accurately.
Ability to read, understand, and process work-related documents; follow written and verbal instructions; record information accurately; and prepare correspondence.
Ability to work effectively in a team and cooperatively with coworkers and customers from different backgrounds.
Ability to meet deadlines in a fast-paced setting, pay attention to detail, solve problems, exercise sound judgment, maintain confidentiality, and protect information in accordance with applicable rules and regulations.
Honesty, integrity, and ability to serve as an effective steward of City resources.
For MWW Meter Services and Commercial Service only: ability to read maps and learn Milwaukee’s street layout.

Nice To Haves

Cashiering or cash-handling experience.
Call center or high-volume telephone experience.

Responsibilities

Respond professionally and courteously to inquiries about bills, accounts, services, ongoing cases, policies, and procedures by phone, email, and in person.
Handle a high volume of telephone calls and serve walk-in customers or check in visitors for appointments.
Explain departmental policies and resolve customer inquiries and complaints.
Receive customer payments, record payment arrangements, accept payments through U.S. mail, and process payments according to approved cashiering procedures.
Explain and clarify bill charges; calculate and issue final billing statements.
Schedule service appointments and initiate work orders for requested services, where applicable to MWW Meter Services and Commercial Service.
Enter customer contacts, account updates, problem resolutions, and documents into departmental information systems accurately.
Process and send correspondence; review and prepare documents; and store and archive hard-copy records.