Senior Customer Service Representative (Shift Lead) 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 Senior Customer Service Representative (Shift Lead)to add to our team.Quick Position Overview:US Citizenship is requiredBS degree 5 years related experience OR HS diploma 9 years related experienceBilingual English/Spanish preferredAbility 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 (Shift Lead) at STS will:Provide shift leadership guidance and mentoring to junior staffMonitor real-time call queues workloads and team performanceManage escalations and high-priority or sensitive callsEnsure adherence to call scripts SOPs categorization frameworks and privacy standardsConduct quality reviews of intake documentation and research activitiesCoordinate with federal law enforcement personnel when requiredSupport training onboarding and performance improvement plansComplete shift reports performance summaries and routing documentationEnter accurate complete and secure records into government systemsMaintain confidentiality and safeguard sensitive and PII dataEducation 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 experienceExperience working in a high-volume contact center or similar fast-paced service environmentSupervising teams leading shifts or supporting escalations in an operational settingHandling sensitive urgent or confidential information with professionalismWorking with structured scripts SOPs and compliance-driven processesEntering accurate information into systems while managing live interactionsOperating within performance accuracy or quality-driven environmentsCommunicating effectively with diverse or distressed callersPreferred ExperienceBackground supporting law enforcement public safety immigration or other federal missionsFamiliarity 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 environmentsPrior involvement with DHS programs or investigative support activitiesBilingual 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:Senior IC Key Skills Typing,Data Entry,Customer Service,Basic Math,Computer Skills,Windows,Banking,Upselling,Pricing,Sanitation,Cash Handling,Stocking Employment Type : Part-Time Experience: years Vacancy: 1