Senior Government CSR & Training Leader

STOPSO; Morgantown (WV); On-site; USD 44,000 - 46,000; Full time

Job summary

STOPSO is seeking a Senior Customer Service Representative to serve as the front-line connection for public inquiries about government programs and services. The role may be filled onsite at a government facility or at a contractor-provided facility, in a fast-paced, ISO-certified IT services environment.

You will handle escalated inquiries, mentor CSR staff, and contribute to process improvement while ensuring accurate, efficient, and courteous responses.

Qualifications

• U.S. Citizen or legal status and must have resided in the United States for the last two years.
• Must be able to pass federal background investigation and obtain a Public Trust.
• At least one year of customer service experience (phone and/or email) with data entry, issue logging, ACD use and face-to-face service.
• High school diploma or equivalent.
• Three years of contact center or customer support experience.
• Strong documentation and communication skills.
• Identification for customer badging/site access (REAL ID, U.S. Passport, or equivalent).

Responsibilities

• Handle complex customer 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 identification of recurring customer issues.
• Recommend updates to FAQs, scripts, and knowledge articles.
• Support workforce scheduling and queue management activities.
• Participate in process improvement initiatives and customer experience enhancements.
• Assist management in maintaining SLA compliance.

Skills

Customer service

Communication

Documentation

Coaching

Education

High school diploma or equivalent

Tools

CRM reporting

ACD systems

Workforce management tools

Job description

STOPSO is seeking a Senior Customer Service Representative to serve as the front-line connection for public inquiries about government programs and services. The role may be filled onsite at a government facility or at a contractor-provided facility, in a fast-paced, ISO-certified IT services environment.

You will handle escalated inquiries, mentor CSR staff, and contribute to process improvement while ensuring accurate, efficient, and courteous responses.