CSC Supervisor 3 (MSA) - Lithonia

Duties and Responsibilities:  The Georgia Department of Driver Services, Field Operations Division, is seeking a qualified candidate for the position of CSC Supervisor 3 to serve the Customer Service Centers in the above locations.

Under limited supervision, CSC Supervisor 3 is responsible for the operation and maintenance of a Customer Service Center (CSC) and serves as a 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. CSC Supervisor 3 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.

Demonstrated competencies needed to successfully perform this job include:

• 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.

Note***Applications without complete work history will not be reviewed***

Minimum Qualifications: 

·         High school diploma or GED AND Four years of experience at the lower-level Identity and Driver Credential Specialist 2 (RCT052) or position equivalent

              OR

·         Six years of experience in Driver Services Administration or related field AND Two years in a lead role capacity AND must possess a driver's license

            OR

·         High school diploma or GED AND Four years of experience at the lower-level Identity and Driver Credential Specialist 2 (RCT 051)/Team Lead or CSC Supervisor 1 (RCT080) or position equivalent

              OR

·         Six years of experience in Driver Services Administration or in a customer-facing environment AND  Two years in a lead role capacity

Preferred Qualifications: Preference will be given to those applicants who, in addition to meeting the minimum qualification above, also possess three or more of the following:

• Three (3) years 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.

• Three (3) years of experience in supervisory or team lead role managing the work of staff the provide service directly to customers.

• Three (3) year of Supervisory experience that includes personnel management including: communicating expectations, scheduling, resources, hiring, training, performance management and conducting disciplinary procedures. 

• Documented experience managing inventory/supplies, cash handling and performance reporting.

• Documented experience reviewing documents or records for authenticity.

• Preference will be given to bilingual applicants.

Conditions of Employment:  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.

·         As a condition of employment, employees who are employed at a Customer Service Center must successfully complete the CCKE (Certified Commercial Knowledge Examiner) Certification. This is a national certification required by all employees who issue driver’s license.

•        Employees who are employed at a Customer Service Center which conducts CDL (Commercial Driver’s License) road tests must successfully complete the CDL Examiner Certification and the CCE (Certified Commercial Examiner) Certification. This is required by all employees who administer CDL road skills tests.  Two attempts are given to successfully complete the certification requirements. 

·         Employees must meet these requirements to continue employment with DDS.

·         Employees must have flexible work availability due to customer service centers having varied operational hours.

DDS employees may be required as a term and condition of employment, to assist in meeting the responsibilities of the Department.  In addition, they 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.

Working Conditions for this position are as follows:  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. The test runs approximately 30 minutes, and commercial vehicle skills tests can run approximately 2 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, trucks and commercial vehicles, constant interaction with the public and co-workers are prerequisites.

Total compensation: Combines direct compensation with the value of the State’s benefits and work-life options. Total Compensation establishes a win-win partnership that is important to the quality and success of the State programs and services. Most importantly, State employees enjoy the satisfaction that comes with being part of a team that keeps Georgia progressive, prosperous and a place we are all proud to call home.

Many of the following benefits are available to eligible full-time employees on the first day of their employment:

·         Competitive Compensation

·         Performance Recognition

·         Retirement and Pension Benefits

·         Flexible Benefits

·         Healthcare Benefits

·         Paid Holidays and Time Off

·         Employee Assistance Program (EAP)

·         Employee Discount Program

·         Opportunities for Career Development and Advancement

·         Flexible work and Telework schedules (available for select jobs)

·         Engaging and Diverse Work Environments

Applicant Instructions

Use the following link to apply for this position:  http://team.georgia.gov/careers

If you are having issues with your profile or application, contact the Taleo Helpdesk at 1-877-318-2772 or HRA@doas.ga.gov.

Application materials should be filled out carefully and completely.  An incomplete application/on-line resume or an application/on-line resume with insufficient information may result in an applicant not being considered for a vacancy.  Describe your employment background in full. 

Resumes will be screened for the training, experience, and/or competencies listed as the Minimum Qualifications for the job. Preference will be given to applicants who, in addition to meeting the minimum qualifications, possess the required Preferred Qualifications.

All resumes will be reviewed and considered; however, all applicants may not be interviewed. 

All candidates are subject to background and credit checks.  

Due to the high volume of applications, we are unable to provide individual status updates by phone or email. All qualified applicants will be considered; however, not all will be selected for an interview. Candidates chosen to move forward will be contacted directly by the hiring agency. Applicants who are not selected will receive notification.

DDS employees, in the event of an identified emergency, may be required as a term and condition of employment, to assist in meeting the emergency responsibilities of the Department.  In addition, in an emergency situation, they may be required to perform responsibilities that are not regularly assigned to them in order to continue the operations of the agency.

NOTE: Please note that this posting may close at any time before the listed closing date once a suitable applicant pool has been identified.

VACANCY OPEN TO: ALL QUALIFIED APPLICANTS

We are an Equal Opportunity Employer.