Customer Service Representative - Lead

The Wisconsin Department of Natural Resources (DNR), Division of External Services, is recruiting to fill a Natural Resources Customer Service Representative - Lead vacancy. This position would be stationed out of the DNR Headquarters in Madison, WI.

This recruitment may also be used to fill future permanent, project and/or LTE vacancies.

What We Offer: This is an excellent opportunity to start a meaningful and rewarding career with the DNR. Our employees have access to an excellent comprehensive benefit and compensation package, that includes paid time off so you can truly have a work/life balance! If you have student loans and work full-time in a public service job (like this one!) you may be eligible for the Public Service Loan Forgiveness Program. To learn more about the state’s complete compensation package, please visit Employee Trust Fund’s Total Rewards Calculator!

The DNR excels at protecting and managing natural resources while supporting the economy and the well-being of our citizenry. Click here to see what working for the State of Wisconsin is all about!

This position has primary responsibility for leading staff in their representation of a full range of DNR programs in providing information and direct services to department external and internal customers, as well as providing customer service. Work involves delivery and interpretation of program policies and a variety of complex rules and regulations in addressing customer needs, delivery of direct program services, decision-making on behalf of professional or administrative staff and seeking/linking professional staff assistance where necessary to complete service delivery. This position completes same types of tasks assigned to the Natural Resources Customer Service Representative (CSR) positions, although dealing more frequently with complex problems. The CSR Lead serves as the first point of contact for the CSR’s assigned to the work unit; escalated customer contacts; and maintains regular communication with the supervisor regarding issues that impact the work unit’s ability to perform duties and achieve goals as established by the bureau.

This position involves extensive telephone and face-to-face public contact and provides information and assistance to the public regarding requirements and procedures for licensing, vehicle registration and titling; advises and assists the public in the completion of proper applications and forms; reviews and authenticates identity and residency documents; determines customers’ eligibility for and issues disabled hunter permits, and hunting and fishing licenses. The work involves the independent interpretation and application of state statutes, administrative rules, and departmental, division and bureau policies and procedures.

For a detailed Customer Service Representative-Lead position description, click here

Starting pay is $26.83 per hour ($55,806.40 annually) in pay schedule and range 02-14.

Pay on appointment will follow the provisions of the State of Wisconsin Compensation Plan. A 2% General Wage Adjustment is anticipated to take effect on June 30, 2024.

This position includes an excellent benefits package, including health care, vacation, sick leave, and retirement benefits. A 12-month probationary period may be required.

The Department of Natural Resources conducts criminal background checks on final applicants prior to job offer. Please note that a criminal charge or conviction on your record will not necessarily disqualify you from state employment. In compliance with the Wisconsin Fair Employment Act, the DNR does not discriminate on the basis of arrest or conviction record.

The Department of Natural Resources does not sponsor work visas at the time of hire or anytime during employment. All persons hired will be required to verify identity and eligibility to work in the United States and complete the required Employment Eligibility Form I-9 form upon hire.

Please make sure to describe the following qualifications within your resume and/or letter of qualifications.

Required qualifications include experience with the following:

• Interpreting and communicating in lay-person’s terms laws, regulations, policies, procedures, or other complex documents or information to an audience unfamiliar with the material
• Cash handling, sales reconciliation, business finances and/or checking account management
• Web-based business systems (e.g., reservation software, licensing software, CRMs, customer service software, etc.)

Best-qualified applicants will also have the following:

• Delegating tasks or providing direction to staff (e.g., creating schedules, reassigning work based on business needs, etc.)
• Handling escalated customer complaints or interactions
• Providing employee training, mentoring, or coaching
• Handling confidential reports and/or information (e.g., Personal Identifiable Information (PII), Personal Health Information (PHI), financial information, criminal conviction history, etc.)

PLEASE NOTE: The job application is set to time-out after 30 minutes of inactivity. To avoid losing any updates to your application, make sure to Save often.

Click the “Apply for Job” button and follow the directions. You will be able to save your application as many times as needed and make edits up until the point you submit your application. Once you submit your application, you will not be able to make any updates to the application or any materials submitted.

Your resume and letter of qualifications are very important parts of your application and are used during our evaluation process to determine your qualifications as they relate to the job. For instructions on developing your resume and letter of qualifications and what should be included in these materials, click here.

For questions regarding the application process, please contact Patricia Buchholz in Human Resources at patricia.buchholz@wisconsin.gov or (608) 266-2133.

For frequently asked questions or technical assistance, please visit FAQs (wisc.jobs).

Current state employees, including those with Career Executive status, must apply through STAR ESS. Former permanent classified state employees must apply through Wisc.Jobs.

The DNR is an equal opportunity employer that promotes and values diversity. We do not discriminate on the basis of race, ethnicity, religion, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability.

All applications must be received by 11:59 pm central on Tuesday, May 28th, 2024.