Customer Services Representative - Lead

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.

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.

Starting pay for this position is $28.20(or $58,656.00 annually), in addition to excellent benefits.

This position is not represented by a collective bargaining unit. Pay on appointment will follow the provisions of the State of Wisconsin Compensation Plan.

This position is included in the classification Natural Resources Customer Service Representative-Lead within pay schedule/range 02-14. A 12-month probationary period may be required.

Background Checks: This position has access to secure areas and systems, and requires a fingerprint criminal background check for 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.

Eligibility to work in the United States: 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 upon hire.

Disabled veterans: Qualified veterans with a 30% or more service-connected disability are eligible for non-competitive appointment to permanent positions in classified civil service under s 230.275 WI Stats. Please send your letter of qualifications and resume outlining how you meet the required qualifications for the position listed above in the job announcement along with your DD-214, and documentation of your service-connected disability rating (dated within 12-months) to the HR contact listed in this announcement for information on how to apply under this provision. Current state employees are not eligible for non-competitive appointment.

Remote Work: Based on an assessment of the goals and work activities, this position may be eligible for remote work. Remote work approval is based on individual circumstances and is subject to supervisor approval and DNR remote work policies. Approval is subject to change without notice based on business needs. Employees with approved remote work arrangements are generally expected to work within the state of Wisconsin.

Travel: Infrequent statewide travel for meetings will be necessary, with possible limited travel to other service centers to meet staffing needs.

Please make sure to address and describe EACH of the following qualifications applicable to your experience within your resume and/or letter of qualifications to be considered for this position:

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.)

If viewing this posting on an external site (such as indeed.com, etc.) please visit Wisc.Jobs and search for this JOB ID: 18541 to complete your application.

Click “Apply for Job” to start the application process. You will be asked to attach a resume and a letter of qualifications as part of the application process. It is important that these materials clearly illustrate how your qualifications relate to the qualifications of this job. Please review these instructions on developing your resume and letter of qualifications and what should be included in these materials as you prepare to apply. Once you submit your application, you will not be able to make any updates to the application or any materials submitted.

For technical troubleshooting related to the Wisc.Jobs site, please view the Frequently Asked Questions. For questions regarding the application process, please contact Patricia Buchholz in Human Resources at patricia.buchholz@wisconsin.gov or (608) 266-2133.

The State of Wisconsin is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to providing equal employment opportunities to applicants of any race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

All applications must be received by 11:59pm central on Monday, August 18th, 2025.