Customer Service Representative – Lead

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.

Required Qualifications

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.

Compensation & Benefits

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