CSC Supervisor 3 (MSA) Lawrenceville

Georgia Department of Revenue•Lawrenceville, GA

12d•Onsite

About The Position

The Georgia Department of Driver Services, Field Operations Division, is seeking a CSC Supervisor 3 to oversee the operation and maintenance of a high-volume Customer Service Center. Under limited supervision, the position supervises Identity and Driver Credential Specialists, monitors individual and team performance, and performs customer-facing credential and driver-examination duties. These include receiving applications for and issuing Georgia driver’s licenses, verifying eligibility, administering and grading written traffic-law examinations, conducting road tests, and processing reinstatement transactions. The supervisor manages customer flow through a lobby management system, coaches and motivates managers and staff, participates in employee discipline, and contributes to performance planning and evaluation. The position prepares operational and accounting reports and uses them to monitor and improve center operations. It also requires professional, timely communication with executive management and stakeholders, participation in task teams and workgroups, and development of partnerships with internal and external business partners. High-volume centers may experience incidents involving irate customers, slips and falls, road-test crashes, and sick customers. The incumbent may serve as team lead to lower-level staff. The role requires a positive attitude and receptiveness to change in a fast-paced environment. Employees must maintain flexible work availability because customer service centers have varied operational hours and may be required to assist other centers or perform responsibilities needed to support agency operations. Road skills testing takes place year-round in varied weather, from early morning through early evening. The work involves substantial movement and public interaction, including walking, standing, climbing into vehicles, bending, squatting, lifting, reaching, driving, and riding in cars, trucks, and commercial vehicles. The position is full-time and pays $42,000 annually, non-negotiable, plus a $3,500 supplement for assignment to a Major Service Area (MSA) center. The supplement may be lost under specified circumstances for supervisors hired after July 1, 2026, including transfer from an MSA center to a non-MSA center or Headquarters, or removal of the center from the MSA category. A valid Georgia driver’s license, or a recognized equivalent for non-Georgia residents, must be maintained. Customer Service Center employees must complete the required CCKE certification; employees at centers conducting CDL road tests must also complete CDL Examiner and CCE certifications. Two attempts are allowed to complete certification requirements, which must be met to continue employment.

Requirements

High school diploma or GED and four years of experience at the lower-level Identity and Driver Credential Specialist 2 or equivalent; or six years of experience in Driver Services Administration or a related field, including two years in a lead role, and a valid driver’s license; or high school diploma or GED and four years of experience at the lower-level Identity and Driver Credential Specialist 2/Team Lead or CSC Supervisor 1 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 while employed; non-Georgia residents must have a recognized equivalent license.
Must successfully complete CCKE certification to work at a Customer Service Center. Employees at centers that conduct CDL road tests must also complete CDL Examiner and CCE certifications; two attempts are allowed, and certification requirements must be met to continue employment.
Flexible work availability is required because customer service centers have varied operational 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 based on department key indicators and ad hoc reporting.
Excellent written and oral communication skills.
Excellent interpersonal skills and ability to interact with people from varying backgrounds.
Excellent customer service skills and ability to deliver and supervise timely, efficient, courteous service in accordance with applicable laws, regulations, and policies.
Excellent administrative and multitasking skills; ability to meet deadlines and manage priorities and workflow.
Proficiency with basic Microsoft Office tools, including Outlook, and ability to navigate the internet.
Ability to perform work involving walking, standing, frequent movement, climbing into vehicles, bending, squatting, lifting, reaching, turning, driving, riding in vehicles, and ongoing interaction with the public and coworkers.
Ability to conduct road skills tests throughout the year in varied weather conditions and during hours ranging from early morning to early evening.

Nice To Haves

Three or more years of experience managing numerous daily customer transactions, using a queuing system or resource scheduling.
Three or more years in a supervisory or team lead role managing staff who serve customers directly.
Three or more years of supervisory experience involving personnel management, communicating expectations, scheduling resources, 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 on traffic laws, conducting road tests, and processing reinstatement transactions.
Manage customer service flow using a lobby management system to serve customers in a timely and efficient manner.
Guide, motivate, and coach managers and staff; participate in employee discipline and contribute to 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.
May serve as team lead to lower-level staff.
Assist other centers or perform other responsibilities as needed to support agency operations.
Complete required certifications for Customer Service Center duties and, where applicable, CDL road testing.