Note: The job is a remote job and is open to candidates in USA. Capitol Bridge, LLC is seeking an experienced professional to support an important government project through its El Paso, Texas site. The Customer Service Representative/Intermediate Help Desk Operator handles high-volume inbound calls, emails, and chats, researches caller inquiries across multiple systems, verifies identities, and provides accurate, confidential customer support.
Responsibilities
- Handle a continuous, high-volume queue of inbound calls (back-to-back, not scheduled) in a government contact center
- Manage calls, emails, and chat concurrently, swiveling between multiple software systems — including a customer relationship management (CRM) platform (e.g., Salesforce, Zendesk, or ServiceNow) — to research and respond to caller inquiries
- Strictly follow verification protocols — no caller information may be shared until identity verification is complete
- Research customer inquiries and provide accurate information consistent with program policies and procedures
- Exercise sound judgment in referring callers to the program's public website when a request falls outside what can be addressed directly
- Deliver professional, courteous, and empathetic customer service while maintaining composure during difficult interactions. Use both a computer-based phone system and a mobile device as part of the required authentication workflow
- Maintain accurate, organized case documentation and clear written communication that meets quality standards
- Demonstrate adaptability in a changing operational environment and implement feedback swiftly and effectively
Skills
- U.S. Citizenship is required to meet client and project requirements
- 2+ years of contact center customer service
- Experience using CRM platforms such as Salesforce, Zendesk, ServiceNow, or similar systems
- Strong written and verbal communication skills
- Experience handling confidential information
- Ability to work independently while following established procedures
- Strong troubleshooting and critical-thinking skills
Benefits
- Health Insurance - medical, dental, vision & pharmacy benefits. (Employer contribution included)
- Company sponsored Life Insurance
- 401K Retirement plan
- Paid Time Off
- Employee Assistance Program
- Paid Training
- Paid Holidays
Company Overview