Senior Customer Service Representative

At Simple Technology Solutions, our people are our priority. We know our team members are more than employees—they're parents, friends, volunteers, artists, and athletes. That's 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 isn't a perk—it's 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 (QA) 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 (QA) at STS will:

• Conduct routine quality assurance reviews of calls, documentation, and case records to ensure accuracy, completeness, and compliance with federal standards

• Identify trends or recurring errors and provide feedback or coaching to CSRs to improve performance and consistency

• Support continuous improvement by recommending updates to scripts, SOPs, and workflow practices based on QA findings

• Manage escalations and high-priority or sensitive calls

• Ensure adherence to call scripts, SOPs, categorization frameworks, and privacy standards

• Coordinate with federal law enforcement personnel when required

• Support training, onboarding, and performance improvement plans

• 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:

Required

• Bachelor's 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

STS 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,