Customer Service Representative

Jobtailor; Austin (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

TechOp Solutions International is seeking a Lead Customer Service Representative to lead a team handling federal financial operations and payroll customer service functions. You will ensure quality, productivity, and contract compliance while guiding staff and addressing operational issues.

The role partners with program management to sustain high customer satisfaction and strong performance metrics, including coaching, onboarding, and process improvements.

Qualifications

• High school diploma or equivalent; associates preferred.
• Minimum 2 years of relevant experience with Associates degree; minimum of 4 years with HS diploma.
• Minimum of one (1) year of customer service or help desk support experience.
• Proficiency with Microsoft Office Suite.
• Must meet security eligibility requirements.

Responsibilities

• Provide daily leadership, guidance, and oversight to Customer Service Representatives.
• Monitor workload distribution and ensure timely completion of customer inquiries.
• Perform quality assurance reviews and provide coaching and feedback to team members.
• Ensure compliance with established policies, procedures, and performance standards.
• Assist with onboarding, training, and mentoring new employees.
• Track team performance metrics and support continuous process improvement initiatives.
• Perform limited CSR call and email handling.
• Support management with reporting, scheduling, and operational coordination as required.
• Performs additional duties as assigned.
• Escalate complex customer issues and operational concerns to program management.

Skills

Customer service

Education

High school diploma or equivalent

Associates preferred

Tools

Microsoft Office Suite

Job description

TechOp Solutions International is looking for a Lead Customer Service Representative to provide day-to-day leadership and oversight of a team supporting federal financial operations and payroll customer service functions. The Lead CSR will ensure quality, productivity, and compliance with contractual requirements while serving as the first point of contact for operational issues and staff guidance. This individual will work closely with program management to maintain high levels of customer satisfaction and operational performance.

Duties

• Provide daily leadership, guidance, and oversight to Customer Service Representatives.
• Monitor workload distribution and ensure timely completion of customer inquiries.
• Perform quality assurance reviews and provide coaching and feedback to team members.
• Ensure compliance with established policies, procedures, and performance standards.
• Assist with onboarding, training, and mentoring new employees.
• Track team performance metrics and support continuous process improvement initiatives.
• Perform limited CSR call and email handling.
• Support management with reporting, scheduling, and operational coordination as required.
• Performs additional duties as assigned.
• Escalate complex customer issues and operational concerns to program management.

Requirements and Qualifications

• High school diploma or equivalent required; Associates preferred.
• Minimum 2 years of relevant experience with Associates degree; minimum of 4 years of relevant experience with HS diploma.
• Minimum of one (1) year of customer service or help desk support experience.
• Proficiency with Microsoft Office Suite.
• Must meet security eligibility requirements.

TechOp Solutions is an Equal Opportunity Employer.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.