DMV Customer Service Representative Lead

Join to apply for the DMV Customer Service Representative Lead role at State of Wisconsin
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Introduction: Join the Division of Motor Vehicles (DMV) as a DMV Customer Service Representative Lead in the Bureau of Vehicle Services, Correspondence Processing Unit! This unit completes essential work fulfilling statutory obligations through the auditing of incoming correspondence and scanning, maintenance, and storage of DOT records. Also, this unit provides critical support to DMV programs, handles over 700,000 incoming correspondence documents and scans over 8 million images for multiple programs annually.

This position is headquartered at the Hill Farms State Office Building at 4822 Madison Yards Way in Madison, WI and is required to work full time in the office.

• Substantial leave time including at least 3.5 weeks of paid leave time to start, 9 paid holidays, and 130 hours of sick time that roll over each year.
• Excellent and affordable health, vision, and dental benefits (health plan options start at just $49/month for single plans and $122/month for family plans after two months of employment).
• An exceptional pension plan with employer match and lifetime retirement payment, plus an optional tax advantaged 457 retirement savings plan.
• Well Wisconsin Wellness Program.
• A free and confidential employee assistance program that offers employees and their immediate family dependents a variety of tools, resources, and professional consultation services to support their health, goals, and overall well-being.

In this position, you will serve as a lead worker, facilitator, and analyst for the Correspondence Processing Unit and will be responsible for directing, guiding, and mentoring the DMV Customer Service Representatives in the unit. You will also participate in program planning and administration as well as working with the unit supervisor and others in the division to accomplish the goals and objectives of the unit.

This work is fast‑paced and completed in a team environment with a variety of daily tasks that include:

• Repeated bending and lifting.
• Standing or walking for long periods of time.
• Frequent lifting up to 30 pounds with occasional lifting up to 50 pounds.
• Periods of sitting in front of a personal computer screen verifying or entering data.

This position may require occasional evening and/or weekend hours.

This position is in schedule-range 02-15. The starting pay for this position is $30.47/hr
, plus excellent benefits. Evening and/or weekend hours may be required. An additional $0.80/hr will be awarded for all weekend hours. A twelve‑month probationary period is required. Pay for current state employees will be set in accordance with the Wisconsin State Compensation Plan.

WisDOT does not sponsor work visas. Any appointment made will be contingent on the applicant being able to prove valid status to work in the United States. WisDOT is not an E‑verify employer.

Prior to any appointments for position(s) filled from this announcement, candidates may be subject to a comprehensive criminal background check which may include FBI fingerprinting.

This position requires the abilities to repeatedly bend and lift, stand or walk for long periods of time, and frequently lift up to 30 pounds with occasional lifting of up to 50 pounds.

Core qualifications:

• Experience providing customer service such as identifying and resolving customer problems, answering questions, processing transactions, etc. Customer service may have been provided internally to those in the organization and/or externally to the public or others outside the organization.
• Experience interpreting and applying laws, regulations, policies, procedures, or other complex documents.

Preferred experience:

• Experience coordinating, assigning, and reviewing work of other staff members.
• Experience establishing work schedules.
• Formal or informal leadership experience.
• Experience participating on and/or leading DMV projects.
• Experience providing training to new employees or to employees requiring additional training.
• Experience resolving conflict amongst team members.

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