Senior Customer Service Representative (Trainer)
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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 Senior Customer Service Representative (Trainer) to add to our team.
Quick Position Overview:
- US Citizenship is required
- BS degree 5 years related experience OR HS diploma 9 years related experience
- Bilingual English/Spanish preferred
- Ability to obtain DHS Public Trust (active DHS clearance preferred)
The Role:
The Senior Customer Service Representative is responsible for supervising and supporting Customer Service Representatives during their shift. This includes mentoring staff managing escalations overseeing call flow ensuring the accuracy and completeness of documentation and maintaining full compliance with federal processes for responding to analyzing and documenting incoming tips. The Senior CSR ensures that intake procedures categorization guidelines and escalation pathways are followed consistently and correctly.
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. Senior CSRs routinely handle sensitive and urgent information and must be comfortable working within a 24/7/365 shift-based setting where reliability judgment and attention to detail directly support public safety.
The Senior Customer Service Representative (Trainer) at STS will:
- Provide shift leadership guidance and mentoring to junior staff
- Deliver training and refresher sessions to new and current CSRs on scripts SOPs documentation standards and system workflows
- Support the development and updating of training materials job aids and reference guides based on changes to procedures or quality findings
- Provide side-by-side coaching to new CSRs to reinforce correct intake categorization and documentation practices
- Identify recurring knowledge gaps or performance trends and recommend targeted training interventions
- Assist in onboarding new hires by guiding them through tools processes and expectations to ensure they achieve proficiency quickly
- Partner with leadership and QA personnel to align training content with quality standards and operational requirements
- Complete shift reports performance summaries and routing documentation
- Enter accurate complete and secure records into government systems
- Maintain confidentiality and safeguard sensitive and PII data
Education and Experience:
- Bachelors Degree with at least five (5) years of relevant experience OR High School Diploma with at least nine (9) years of relevant experience
- Experience working in a high-volume contact center or similar fast-paced service environment
- Supervising teams leading shifts or supporting escalations in an operational setting
- Handling sensitive urgent or confidential information with professionalism
- Working with structured scripts SOPs and compliance-driven processes
- Entering accurate information into systems while managing live interactions
- Operating within performance accuracy or quality-driven environments
- Communicating effectively with diverse or distressed callers
Preferred Experience
- Background supporting law enforcement public safety immigration or other federal missions
- Familiarity with law enforcement or government case systems (e.g. TECS PCQS CLAIMS CLEAR EARM NCIC NLETS ICM)
- Work in 24/7/365 or shift-based operational environments
- Prior involvement with DHS programs or investigative support activities
- 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:
Senior IC
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.
