Customer Service Representative
Share
Job Location:
El Paso, TX - USA
Monthly Salary:
Not Disclosed
Posted on:
5 hours ago
Vacancies:
1 Vacancy
Job Summary
At Simple Technology Solutions our people are our priority. We know our team members are more than employeestheyre parents friends volunteers artists and athletes. Thats why we offer flexibility to help them thrive personally and professionally while delivering exceptional solutions to our Federal Government clients.
Our culture is built on collaboration continuous learning and excellence. We are mentors and thought leaders who share knowledge and foster growth. Recognized as a Best Place to Work we believe a range of perspectives helps us drive innovation and exceed customer expectations. At STS taking care of our people isnt a perkits the standard.
As an 8(a) HUBZone company we also offer special incentives for team members living in qualified HUBZones. Check out the HUBZone map HERE to see if you qualify!
Simple Technology Solutions is looking for a Customer Service Representative to add to our team.
Quick Position Overview:
- US Citizenship is required
- BS degree 2 years related experience OR HS diploma 6 years related experience
- Bilingual English/Spanish preferred
- Ability to obtain DHS Public Trust (active DHS clearance preferred)
The Role:
The Customer Service Representative is responsible for receiving documenting and triaging incoming tips and information. This includes conducting structured interviews collecting who/what/when/where/how details validating the completeness of information categorizing submissions using established guidelines and escalating urgent or sensitive matters to Senior CSRs. The CSR ensures all details are accurately captured and entered into government systems in accordance with federal processes and SOPs.
This role operates within a high-volume mission-critical federal law enforcement environment. The work is fast-paced and highly structured requiring accuracy professionalism and strict adherence to scripts SOPs and federal privacy requirements. CSRs routinely handle sensitive detailed or time-critical information and must be comfortable working within a 24/7/365 shift-based setting where reliability sound judgment and attention to detail directly support public safety.
The Customer Service Representative at STS will:
- Receive and answer inbound calls within required response-time standards
- Review and process web-submitted information and assigned tasks
- Use approved scripts to collect essential caller information
- Gather accurate who/what/when/where/how details
- Identify timelines locations subject identifiers and other critical information
- Verify collected information for clarity and completeness
- Document accurate complete and secure case information in government systems
- Apply prioritization and categorization guidelines to determine appropriate routing
- Escalate urgent high-risk or incomplete matters to Senior CSRs
- Use empathy and de-escalation techniques when interacting with distressed or emotional callers
- Adhere to all SOPs privacy standards and data-handling requirements
- Meet expectations for accuracy documentation quality and productivity
- Support communication and effective handoffs across shifts
Education and Experience:
- Bachelors Degree with at least two (2) years of relevant experience OR High School Diploma with at least six (6) years of relevant experience
- Experience working in a high-volume contact center or similar fast-paced service environment
- Collecting and documenting detailed information with precision
- Following structured scripts workflows and compliance requirements
- Handling sensitive confidential or distressing information with professionalism
- Navigating multiple IT systems while maintaining accuracy
- Communicating clearly and professionally with diverse or distressed callers
- Working within performance accuracy or quality-driven environments
Preferred Experience
- Background supporting law enforcement immigration public safety or other federal mission areas
- Familiarity with government or law enforcement systems or processes
- Work in 24/7/365 or shift-based operational environments
- Prior involvement with DHS programs or investigative support functions
- Bilingual English/Spanish preferred
This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.
Required Experience:
Unclear Seniority
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
8(a) HUBZone small business specializing in Enterprise Cloud Transformation.
