Customer Service Representative Supervisor (Level 2)

About the role

The State of Georgia is seeking a Customer Service Representative Supervisor (Level 2) to lead a team that assists internal and external customers. This position oversees daily operations of the Customer Lobby and Administrative Services Team, ensuring high‑quality service delivery across vital records and related functions.

Key responsibilities

• Supervise staff in the Customer Lobby, handling hiring, onboarding, performance management, and employee recognition.
• Advise the Administrative Services Manager on critical service issues, metrics, trends, and improvement solutions.
• Track and report data to identify opportunities for enhancing constituent experience.
• Coordinate with other vital records units to address complex constituent requests.
• Collaborate with IT to resolve technical issues in vital records systems.
• Manage daily cash drawer reconciliation, deposits, and related financial duties.
• Oversee mail processing, including operation of Pitney Bowes mail meters and cutting machines.
• Provide backup support for agency security and janitorial operations as secondary liaison.

Required profile

• High school diploma or GED.
• Six (6) years of experience in a lead, team‑leader, or supervisory role within a customer‑service environment, or four (4) years of comparable experience at a lower level.
• Demonstrated ability to resolve complex customer service issues by researching statutes, rules, and procedures.
• Strong organizational and reporting skills.

Required skills

What we offer

• Competitive annual salary ranging from $41,569.83 to $54,428.52.
• Comprehensive benefits package tailored to various career stages.
• Opportunity to impact the lives of over 10 million Georgia residents.