INTRODUCTION

The Wisconsin Department of Natural Resources (DNR) is hiring a Customer Services Representative - Lead in the Division of External Services.
This position will be stationed in the DNR Headquarters in Madison, WI.
This recruitment may also be used to fill future similar positions.
The DNR is a great place to work! We are a workplace focused on diversity, equity, and inclusivity. Current employees value work-hour flexibility, casual office atmosphere, healthy work-life balance, and working for an organization that provides training and growth opportunities.
The DNR excels at protecting and managing natural resources while supporting the economy and the well-being of our citizenry. We are dedicated to working with Wisconsinites while preserving and enhancing the natural resources of Wisconsin. The staff works in partnership with individuals and organizations to manage fish, wildlife, forests, parks, air, and water resources while promoting a healthy, sustainable environment and a full range of outdoor opportunities.
This position offers the State of Wisconsin’s excellent benefits package, which includes at least 3.5 weeks of paid time off, 9 paid holidays, accrued sick leave, multiple insurance options and an exceptional retirement plan! To learn more about the State’s complete compensation package, please visit the Total Rewards Calculator.

POSITION SUMMARY

This position involves interpretation of program policies and complex laws, rules and regulations, to effectively deliver program services. The Customer Service Representative Lead is a leadership role, responsible for assigning/overseeing tasks assigned to the work unit, responding to escalated customer contacts, and maintaining regular communication with the supervisor regarding productivity and/or issues that impact the work unit’s ability to perform duties and achieve goals as established by the bureau.
This position involves extensive telephone, online and face-to-face public contact, and assists customers with questions, products and services related to hunting, fishing, trapping, and natural resources-related activities.
For more information, please see the Customer Services Representative Lead position description.

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.)

PREFERRED QUALIFICATIONS INCLUDE ANY OF THE FOLLOWING CRITERIA:

• 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 refer the Job description for details