Senior Government CSR & Training Lead

Strategic Operational Solutions, Inc; Morgantown (WV); On-site; USD 36,000 - 54,000; Full time

Job summary

Strategic Operational Solutions, Inc (STOPSO) seeks a Senior Customer Service Representative to act as the front-line liaison for government programs, answering public inquiries with accurate and courteous responses from the UCC.

The position may be filled onsite at a government facility or at a contractor-provided site. Candidates must be a U.S. citizen or have legal status and pass a federal background check, with strong documentation and communication skills expected.

Qualifications

• Must be a U.S. citizen or have official legal status and have resided in the United States for the last two years.
• Must pass federal background investigation and obtain a Public Trust.
• At least one year of customer service experience in a contact center or similar setting.
• High school diploma or equivalent.

Responsibilities

• Handle complex inquiries and escalated service requests.
• Provide peer coaching and mentoring to CSR personnel.
• Perform quality reviews of calls and email responses.
• Support onboarding and delivery of CSR training programs.
• Assist with trend analysis and recurring customer issues.
• Recommend updates to FAQs, scripts, and knowledge articles.
• Support workforce scheduling and queue management activities.
• Participate in process improvement and customer experience initiatives.
• Assist management in maintaining SLA compliance.

Skills

Customer service

Phone & email support

Data entry

Documentation & communication

Process improvement

Education

High school diploma or equivalent

Tools

ACD systems

CRM reporting

Job description

Strategic Operational Solutions, Inc (STOPSO) seeks a Senior Customer Service Representative to act as the front-line liaison for government programs, answering public inquiries with accurate and courteous responses from the UCC.

The position may be filled onsite at a government facility or at a contractor-provided site. Candidates must be a U.S. citizen or have legal status and pass a federal background check, with strong documentation and communication skills expected.