Customer Service Representative - Lead

SSi has principals that are an integral part of the organizations characteristic and are fundamentally essential to the shaping of everyday activities that connect to our broader mission and vision. As an organization SSi is committed to:

Foster a culture of innovative and out of thebox thinking:
We fundamentally understand that each employee has something unique to offer to the organization. We foster a culture that nourishes innovation by empowering staff, leverages their passions, and encompasses a circle of trust where it's all about thinking of new ideas and getting good feedback.

Invest in our Resources
Employees are essential, their physical and mental well-being are pivotal to the growth of our organization. Our company culture, productivity, and overall employee happiness stem directly from how much training, responsibility, and empowerment they have within our organization. Our focus is on improving the growth of individual through education, allowing them to play central roles, so they can grow and add value to the company.

Provide solutions that are in the best interest of the customer and improve their strategic posture
We are in business to serve our customers and do what is in their best interest. Our philosophy is to offer services that are complete. We strive to provide services that do more to help the customer improve in all areas including areas that they may not have considered.

Give thoughtful considerations to our actions and their affects
We give thoughtful consideration to each other's differences and opinions. We must give our individual best to get the job done right. Everyone is accountable for their behaviors, exercising rational judgment, and giving thoughtful consideration to their professional activities and decisions.

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.
Position Overview

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.

Key Responsibilities

• 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