Customer Service Representative at Simple Technology Solutions

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 requiredBS degree 2 years related experience OR HS diploma 6 years related experienceBilingual English/Spanish preferredAbility 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 standardsReview and process web-submitted information and assigned tasksUse approved scripts to collect essential caller informationGather accurate who/what/when/where/how detailsIdentify timelines locations subject identifiers and other critical informationVerify collected information for clarity and completenessDocument accurate complete and secure case information in government systemsApply prioritization and categorization guidelines to determine appropriate routingEscalate urgent high-risk or incomplete matters to Senior CSRsUse empathy and de-escalation techniques when interacting with distressed or emotional callersAdhere to all SOPs privacy standards and data-handling requirementsMeet expectations for accuracy documentation quality and productivitySupport communication and effective handoffs across shiftsEducation 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 experienceExperience working in a high-volume contact center or similar fast-paced service environmentCollecting and documenting detailed information with precisionFollowing structured scripts workflows and compliance requirementsHandling sensitive confidential or distressing information with professionalismNavigating multiple IT systems while maintaining accuracyCommunicating clearly and professionally with diverse or distressed callersWorking within performance accuracy or quality-driven environmentsPreferred ExperienceBackground supporting law enforcement immigration public safety or other federal mission areasFamiliarity with government or law enforcement systems or processesWork in 24/7/365 or shift-based operational environmentsPrior involvement with DHS programs or investigative support functionsBilingual English/Spanish preferredSTS is committed to equal employment opportunity. STS provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination harassment and retaliation of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation marital status family responsibilities matriculation personal appearance political affiliation gender identity or expression or any other characteristic protected by federal state or local laws.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.---Applicants may request removal from our applicant database or specific information about how the data is used by contacting Required Experience:Unclear Seniority Key Skills Typing,Data Entry,Customer Service,Basic Math,Computer Skills,Windows,Banking,Upselling,Pricing,Sanitation,Cash Handling,Stocking Employment Type : Full Time Experience: years Vacancy: 1