Customer Service Representative – Lead

Sharp Solutions, Inc. has an immediate opening for a Customer Service Representative - Lead to support a new Task Order with the United States Geological Survey (USGS). This is not a sales position. The ideal candidate will possess strong customer service skills and demonstrated leadership experience, capable of managing a team while providing high-quality service to USGS customers and partners.

The Lead Customer Service Representative will provide oversight and hands-on support for customer service operations handling orders, inquiries, and issue resolution related to USGS products and Park Passes. The role includes managing a team of customer service representatives, ensuring service excellence, and assisting with escalated issues that require advanced knowledge or problem-solving.

This is a full-time, on-site position located in Lakewood, CO.

• Provide USGS Online Support for public and business partners via phone, email, chat, and fax to assist with orders, product information, order tracking, and return processing.

• Lead and supervise a team of 6 or more customer service representatives, ensuring consistent quality and performance.

• Manage day-to-day call center operations for multiple call queues, including Park Passes, Order Entry (Map Sales), and Business Partners.

• Ensure timely and accurate order processing, issue resolution, and escalation of calls/chats as needed.

• Train, coach, and mentor staff in customer service best practices and system use.

• Review reports and system data to support customer inquiries and improve service efficiency (e.g., open orders, credit blocks, deliveries, incomplete orders, invoices).

• Provide guidance on handling demanding or escalated customers with professionalism and patience.

• Support additional administrative or mail-based Park Pass processing activities as time permits.

• High School Diploma or GED required; college coursework preferred.

• 1-2 years of customer service experience.

• Minimum of 3 years of leadership experience, including management of teams of 6 or more employees.

• Strong proficiency with Microsoft Office and standard business software applications.

• Excellent written and verbal communication and interpersonal skills.

• Demonstrated ability to thrive in a fast-paced, high-volume environment.

• Strong organizational skills and attention to detail.

• Experience with online chat and call center tools preferred.

• Salary: $45,000 - $50,000 annually (based on experience and qualifications)

• Benefits include:

  • Health care coverage

  • Retirement plan participation

  • Paid time off and vacation days

  • 11 paid Federal holidays

  • Company-paid leave benefits