WATER CUSTOMER SERVICES SUPERVISOR

Under the direction of the Water Distribution Operations Manager, the Water Customer Service Supervisor provides daily operational oversite for the Distribution Section Control Center of the Milwaukee Water Works (MWW).

Control Center Supervision

• Monitor call center performance and statistics.
• Ensure callers receive professional, courteous service, calls are logged clearly, concisely and accurately and work orders are dispatched efficiently and appropriately.
• Develop and update job aids, handle escalated and/or complex customer issues and provide staff with updated information, current events and changes that may affect customers; recommend and implement process improvements.
• Provide support for the Automated Call Distribution (ACD) system, eLogger, Avaya/CMS Supervisor (call queue), and other programs and systems used within the Control Center.

Personnel Management

• Assist with the hiring process, including scheduling and participating in interviews and onboarding new employees.
• Provide training and ongoing coaching to Control Center staff.
• Review and approve requests for time off and ensure entries are entered timely and accurately.
• Encourage teamwork and collaboration

Communication and Coordination

• Communicate, by both telephone and email, with customers, aldermanic staff and other departmental representatives in response to questions, issues and concerns.
• Handle calls that have escalated from Control Center staff

We welcome qualified individuals with disabilities who are interested in employment and will make reasonable accommodations during the hiring process in accordance with the Americans with Disabilities Act (ADA) of 1990, as amended by the Americans with Disabilities Act Amendments Act (ADAAA) of 2008.

1. Bachelor’s degree in business administration, retail science or a related field from an accredited college or university.
2. One year of full-time experience in either a call center or another environment involving high-intensity customer contact.

Equivalent combinations of education and experience may be considered however, education may not be substituted for the one year of experience in a customer contact role.

NOTICE: Please do not attach your academic transcripts to your employment application.  The hiring department will verify candidates’ education as part of the background screening process prior to extending any job offers.

Technical

• Knowledge of supervisory principles and practices.
• Knowledge of the principles and practices of providing customer service.
• Ability to read and interpret work-related documents. 
• Ability to use and apply statistical analysis to assess customer service staff performance and ensure service goals are met.
• Skill in using computer applications such as word processing, spreadsheet, database and Teams.
• Ability to learn and to effectively utilize proprietary software, including Avaya/CMS Supervisor (call queue), Automated Call Distribution (ACD) system, and eLogger.
• Knowledge of customer information systems.

Leadership

• Ability to assign duties, set performance standards, monitor work in progress, evaluate performance, and make hiring recommendations.
• Ability to provide guidance and training and coach team members to success.
• Ability to achieve customer service excellence through staff training and supervision, satisfactory complaint resolution, and contractor compliance.
• Ability to direct and coordinate staff.

Communication and Interpersonal

• Written communication skills, including the ability to prepare clear, concise and error-free correspondence and reports.
• Ability to collaborate effectively with diverse staff, officials, contractors and the public.
• Customer focus and a dedication to exceptional service delivery.
• Ability to interact with residents in a courteous, tactful, and concerned manner.
• Ability to communicate with customers and others with the appropriate level of information, explanation and professionalism.
• Ability to work cooperatively and fairly with people whose backgrounds may differ from one's own.
• Ability to remain calm in stressful situations, defuse emotionally charged situations and seek solutions toward resolution.
• Skill in diplomacy.

Critical Thinking

• Analytical skills to evaluate and interpret data and apply knowledge to identify and develop process improvements. 
• Problem-solving skills to effectively address complex challenges.
• Decision-making skills and sound judgment.

Professional Characteristics

• Ability to plan, organize, and prioritize work to achieve objectives within deadlines.
• Detail-oriented.
• Ability to represent the City with professionalism, honesty, and integrity.
• Commitment to professional development and staying abreast of best practices in municipal customer service.
• Ability to work under pressure.
• Ability to remain resilient and coach others to maintain their own resilience.
• Ability to maintain confidentiality.

The current salary range (Pay Range 1FX) is $72,768-$92,612 annually, and the resident incentive salary for City of Milwaukee residents is $74,951-$95,390 annually. Appointment above the minimum is possible based upon level of experience and other qualifications and is subject to approval. 

BENEFITS

The City of Milwaukee provides a comprehensive benefit program which includes:

• 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 by the City of Milwaukee, please visit https://city.milwaukee.gov/der/benefits.

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; interviews; or other assessment methods. The Department of Employee Relations reserves the right to call only the most qualified candidates to oral exams, 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.

INITIAL FILING DATE – The selection process will be held as soon as practical after the deadline listed above Receipt of applications may be discontinued at any time after this date without prior notice. However, recruitment may continue until the needs of the City have been met. The applicant is responsible for attending all phases of the selection process at the time and place designated by the hiring authority.

• Applications can be accessed by visiting www.jobapscloud.com/MIL.
• Applications 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.