CSC Supervisor 3 (MSA) Lawrenceville

Driver Services, Department of•Lawrenceville, GA

11d•Onsite

About The Position

The Georgia Department of Driver Services (DDS), Field Operations Division, is seeking a CSC Supervisor 3 to oversee a high-volume Customer Service Center. Under limited supervision, the position is responsible for the center’s operation and maintenance, supervising Identity and Driver Credential Specialists, and monitoring individual and team performance. The supervisor also performs specialist duties, including receiving applications for and issuing Georgia driver’s licenses, verifying eligibility, administering and grading written traffic-law examinations, administering road tests, and processing reinstatement transactions. The position manages customer flow through a lobby management system to help ensure timely, efficient service. It guides and monitors employee performance, participates in employee discipline, and provides input to performance planning and evaluation. The supervisor prepares operational and accounting reports and uses them to monitor and improve center operations. The role also involves responding professionally and promptly to executive management and stakeholders, serving on task teams and workgroups, building partnerships with internal and external business partners, and motivating and coaching managers and staff. High-volume centers may involve incidents such as irate customers, slips and falls, road-test crashes, and customers becoming ill. The supervisor may serve as team lead to lower-level staff. A valid Georgia driver’s license, or a recognized equivalent license for non-Georgia residents, must be maintained while employed. Employees must successfully complete the CCKE certification; employees at centers conducting CDL road tests must also complete CDL Examiner and CCE certifications. Two attempts are allowed to meet certification requirements. Flexible work availability is required because center operating hours vary. Employees may also be required to assist other centers or perform other duties needed to maintain agency operations. Road skills testing takes place throughout the year in varied weather. Testing begins in the early morning and can continue into the early evening. Tests generally last about 30 minutes; commercial vehicle skills tests may last about two hours. The job involves walking, standing, frequent movement, limited sitting, interacting constantly with the public and coworkers, and activities such as climbing into vehicles, bending, squatting, lifting, reaching, turning, riding in and driving cars, trucks, and commercial vehicles. Good vision and hearing are prerequisites. The position is full-time and pays $42,000 annually, non-negotiable, plus a $3,500 supplement for assignment to an MSA center. The supplement may be lost for certain Supervisor 3 hires after July 1, 2026, if they transfer to a non-MSA center or headquarters, or if their CSC is removed from the MSA category. MSA centers are DDS Customer Service Centers with at least 40,000 transactions annually; the agency reviews MSA designations every 24 months. Eligible full-time employees may have access to state benefits from their first day of employment, including compensation and performance recognition, retirement and pension benefits, flexible benefits, healthcare benefits, paid holidays and time off, an Employee Assistance Program, employee discounts, career development and advancement opportunities, and flexible work or telework schedules for select jobs.

Requirements

High school diploma or GED and four years of experience at the lower-level Identity and Driver Credential Specialist 2 (RCT052) or equivalent; or six years of experience in Driver Services Administration or a related field, including two years in a lead role, and a driver’s license.
Alternatively, high school diploma or GED and four years of experience at the lower-level Identity and Driver Credential Specialist 2 (RCT051)/Team Lead or CSC Supervisor 1 (RCT080), or equivalent; or six years of experience in Driver Services Administration or a customer-facing environment, including two years in a lead role.
A valid Georgia driver’s license must be maintained during employment; non-Georgia residents must have a recognized equivalent license.
Successfully complete CCKE certification; employees at centers conducting CDL road tests must also successfully complete CDL Examiner and CCE certifications. Two attempts are allowed.
Flexible work availability due to varying Customer Service Center operating hours.
Ability to maintain a high-performance environment and motivate team members in a high-volume customer-service setting.
Analytical skills and ability to formulate plans using department key indicators and ad hoc reporting.
Excellent written and oral communication, interpersonal, and customer service skills.
Ability to deliver and supervise timely, efficient, courteous service in accordance with applicable laws, regulations, and policies.
Administrative skills, ability to multitask, meet deadlines, and manage priorities and workflow.
Proficiency with basic Microsoft Office tools, including Outlook, and ability to navigate the internet.
Complete work history is required for an application to be reviewed.
Physical ability and good vision and hearing to perform the described road-testing and customer-service duties.

Nice To Haves

Three or more years of experience managing numerous daily customer transactions, using a queuing system or scheduling resources.
Three or more years in a supervisory or team lead role managing staff who provide direct customer service.
Three or more years of supervisory experience involving personnel management, including communicating expectations, scheduling, resourcing, hiring, training, performance management, and disciplinary procedures.
Documented experience managing inventory or supplies, cash handling, and performance reporting.
Documented experience reviewing documents or records for authenticity.
Bilingual ability.

Responsibilities

Oversee the operation and maintenance of a high-volume Customer Service Center.
Supervise Identity and Driver Credential Specialists and monitor and review individual and team performance.
Perform Identity and Driver Credential Specialist duties, including receiving applications for and issuing Georgia driver’s licenses, verifying eligibility, administering and grading written examinations, administering road tests, and processing reinstatement transactions.
Manage customer flow using a lobby management system to support timely and efficient service.
Guide and monitor employee performance, participate in employee discipline, and provide input into performance planning and evaluation.
Prepare operational and accounting reports and use them to monitor and improve center operations.
Respond professionally and promptly to the Executive Management Team and stakeholders.
Serve on task teams and workgroups and develop partnerships with internal and external business partners.
Motivate and coach managers and staff; may serve as team lead to lower-level staff.
Assist other centers or perform other responsibilities as needed to support agency operations.
Complete required driver-examiner certifications and maintain a valid Georgia or recognized equivalent driver’s license.