CSC Supervisor 1- Cartersville (District 1 Employees Only)

Driver Services, Department of•Cartersville, GA

1d•Onsite

About The Position

The Georgia Department of Driver Services, Field Operations Division, is seeking a qualified candidate for the position of CSC Supervisor 1 to serve the Customer Service Center in the above location. Under limited supervision, the CSC Supervisor 1 is responsible for the operation and maintenance of a Customer Service Center (CSC) or serves as an assistant supervisor in a high-volume center. This position supervises the daily activities of a staff of Identity and Driver Credential Specialists, monitors, and reviews individual and team performance. This position also performs the duties of Identity and Driver Credential Specialists by receiving applications for and issuing Georgia Driver’s licenses; verifying applicants’ eligibility for licenses; administering and grading written examinations on traffic laws; administering road tests to rate applicants’ driving ability; and processing reinstatement transactions. This position is responsible for managing customer service flow using a lobby management system to ensure that customers are served in a timely and efficient manner. The CSC Supervisor 1 monitors and guides employee performance participates in employee discipline and provides input into formal performance planning and evaluation. This position also prepares operational and accounting reports for the assigned center and uses these reports to monitor and improve the operations of the Center. The incumbent will be expected to maintain a positive attitude and be receptive to change in a fast-paced environment. The incumbent will be responsible for responding to the Executive Management Team and stakeholders in a professional and timely manner. The incumbent will be expected to serve on task teams and workgroups. The incumbent will be expected to develop strong partnerships between the Division and its internal and external business partners. The incumbent will motivate, coach and be responsible for managers and staff.

Requirements

High School Diploma or GED
Two years of experience at a lower-level Identity and Driver Credential Specialist 2 (RCT051)/Team Lead or position equivalent.
OR Four years’ experience in Driver Services Administration or in a customer facing environment AND two years in a lead role capacity.
OR Associate Degree from an accredited college AND one (1) year of customer facing environment.
OR Bachelor's Degree from an accredited college or university.
Must possess a Valid Driver’s License
Ability to maintain a high-performance environment.
Ability to motivate team members in a customer service environment with high-volume contact with the general public.
Analytical skills and the ability to formulate plans based on analysis of department key indicators and ad hoc reporting.
Excellent written and oral communication skills.
Excellent interpersonal skills and the ability to interact with individuals from varying backgrounds.
Excellent customer service skills.
Ability to deliver and supervise the delivery of services to customers in a timely, efficient, and courteous manner in accordance with applicable laws, regulations, and policies.
Excellent administrative skills and ability to multi-task and meet deadlines.
Must be able to manage priorities and workflow.
Proficiency using the basic Microsoft Office tools including Outlook.
Proficiency in navigating the internet.
Complete work history must be included.
A valid Georgia driver’s license is required and must be maintained while employed in this position.
Non-Georgia residents must have a recognized equivalent license.
Must successfully complete the CCKE (Certified Commercial Knowledge Examiner) Certification.
Must successfully complete the CDL Examiner Certification and the CCE (Certified Commercial Examiner ) Certification.
Employees must have flexible work availability due to customer service centers having varied operational hours.
Employees may be required as a term and condition of employment, to assist in meeting the responsibilities of the Department.
Employees may be required to perform responsibilities that are not regularly assigned to them in order to continue the operations of the agency which includes assisting other centers.
Road skills tests are conducted throughout the year in a variety of weather conditions including rain, wind, summer heat and cold winter days.
Testing begins in the early morning hours and continues through the early evening hours.
Walking distances, standing, very little sitting, constant moving, good vision and hearing, climbing in trucks and commercial vehicles, bending, squatting, lifting, reaching, turning, riding in cars and trucks and commercial vehicles, driving cars and trucks and commercial vehicles, constant interaction with the public and co-workers are prerequisites.

Nice To Haves

One year of experience in managing the processing of numerous customer transactions on a daily basis. Processing may have been managed utilizing a queuing system or through the scheduling of resources.
One year of experience in a supervisory or team lead role managing the work of staff that provides service directly to customers.
One year of Supervisory experience that includes scheduling resources, inventory management and cash handling.
Documented experience managing inventory/supplies, cash handling and performance reporting.
Documented history of continued employment with the same company or within the same industry that provides direct customer service.
Documented experience reviewing documents or records for authenticity.
Bilingual applicants

Responsibilities

Supervises the daily activities of a staff of Identity and Driver Credential Specialists.
Monitors and reviews individual and team performance.
Performs the duties of Identity and Driver Credential Specialists by receiving applications for and issuing Georgia Driver’s licenses.
Verifies applicants’ eligibility for licenses.
Administers and grades written examinations on traffic laws.
Administers road tests to rate applicants’ driving ability.
Processes reinstatement transactions.
Manages customer service flow using a lobby management system to ensure that customers are served in a timely and efficient manner.
Monitors and guides employee performance.
Participates in employee discipline.
Provides input into formal performance planning and evaluation.
Prepares operational and accounting reports for the assigned center.
Uses reports to monitor and improve the operations of the Center.
Maintains a positive attitude and is receptive to change in a fast-paced environment.
Responds to the Executive Management Team and stakeholders in a professional and timely manner.
Serves on task teams and workgroups.
Develops strong partnerships between the Division and its internal and external business partners.
Motivates, coaches and is responsible for managers and staff.