| Job Description : |
Introduction
Do you possess great customer service skills and want to lead others to be great as well?
The Division of Motor Vehicles (DMV) is currently recruiting to fill a DMV Customer Service Representative Lead . This position will be headquartered at the Hill Farms State Office Building at 4822 Madison Yards Way in Madison, WI.
WisDOT is a great place to work! In addition to meaningful and rewarding work, we offer a competitive benefits package featuring: Substantial leave time including at least 3.5 weeks of vacation to start, 9 paid holidays, and ample accrued sick time that rolls over each year. Excellent and affordable health, vision, and dental benefits ( health plan options start at just $36/month for single plans and $89/month for family plans after two months of employment) A casual office atmosphere, flexible work schedules, and telework options depending on the position’s requirements 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 addition to our generous employee benefits, we strive for inclusivity and celebrate different religious holidays and cultural observances and provide flexibility for utilizing paid time off for such celebrations. For more information on WisDOT you can visit our website by clicking here .
The Wisconsin Department of Transportation is an organization dedicated to creating transportation solutions through innovation and exceptional service. We are committed to fostering an environment rooted in Integrity, Diversity, Excellence, and Accountability . Click here to learn more about how we apply these values in our work.
Position Summary
The DMV Communication Center Team Lead position directs the daily operations of DMV Communication Center employees. The position participates in the development, interpretation, and implementation of policies and procedures, oversees unit training and audit functions, monitors unit performance, prepares weekly production reports, and resolves internal and external customer issues. This position also conducts analysis of newly enacted laws that affect the team. This team does most of their customer communication over the phone, but they also contact customers via email and mail.
Salary Information
This position is in schedule-range (02-15) with a starting rate of $23.30/hr , plus excellent benefits . A twelve month probationary period is required. Pay for current state employees will be set in accordance with the Wisconsin State Compensation Plan.
Job Details
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.
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.
Certain positions within this Department may allow remote/work from home flexibility for a portion of their work schedule, depending on the needs of the position and the work unit. This topic and any remote work flexibility that may be available will be discussed in more detail in the interview process. For positions that do allow remote work flexibility, although residency in the State of WI is not required for permanent positions, it is not anticipated that working outside of WI or bordering cities will be allowed as positions may at times need to report to office locations in WI on short notice.
All state employees are required to report their COVID vaccination status, whether vaccinated or not, and must provide supporting documentation if vaccinated. Newly hired employees will be required to submit this information within their first two weeks of employment.
Qualifications
Qualified applicants will have experience with all the following:
Advanced customer service experience performing tasks such as independently researching and resolving customer issues, resolving escalated/higher level customer issues, etc.
Experience interpreting and applying laws, regulations, policies, procedures, etc.
In addition to having all the above, well qualified applicants will have experience with one or more of the following:
Experience coordinating, assigning, and reviewing work of other staff members.
Experience establishing work schedules.
Formal or informal leadership experience.
Experience providing training to new employees or to employees requiring additional training.
Experience resolving conflict with customers or team members.
Experience in a communication center.
How To Apply
Apply online! To apply, click “Apply for Job” to start the application process. Then, you will access your existing account or to create a new account if you don’t have an account. Once you are logged in, click “Apply for Job.” Follow the steps outlined in the application process and submit your application.
Your application materials 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 how to develop and what should be included in these materials, click here . For more information on the basics of the selection process and how the State of WI ensures fair and equitable treatment of all applicants, click here . The vast majority of applicants are able to outline their background and experience in their resume in 1-3 pages. Any resumes submitted with more than 10 pages will not be considered after page 10. If this job posting requires a letter of qualifications, the same limit applies.
Permanent classified state employees who are eligible for consideration (transfer or voluntary demotion) should complete the application process as described above by the stated deadline.
Submitted materials will be evaluated by a panel of job experts and the most qualified applicants will be invited to participate in the next step of the selection process. Questions can be directed to Mackenzie Morris at mackenzie.morris@dot.wi.gov or 608-264-7223.
Deadline to Apply
The deadline to apply to this position is 11:59pm on Wednesday, March 9, 2022. |
