Customer Service Representative – Lead

SSi has principals that are an integral part of the organizations characteristic and are fundamentally essential to the shaping of everyday activities that connect to our broader mission and vision. As an organization SSi is committed to:

Foster a culture of innovative and out of the box thinking:
We fundamentally understand that each employee has something unique to offer to the organization. We foster a culture that nourishes innovation by empowering staff, leverages their passions, and encompasses a circle of trust where it’s all about thinking of new ideas and getting good feedback.

Invest in our Resources
Employees are essential, their physical and mental well-being are pivotal to the growth of our organization. Our company culture, productivity, and overall employee happiness stem directly from how much training, responsibility, and empowerment they have within our organization. Our focus is on improving the growth of individual through education, allowing them to play central roles, so they can grow and add value to the company.

Provide solutions that are in the best interest of the customer and improve their strategic posture
We are in business to serve our customers and do what is in their best interest. Our philosophy is to offer services that are complete. We strive to provide services that do more to help the customer improve in all areas including areas that they may not have considered.

Give thoughtful considerations to our actions and their affects
We give thoughtful consideration to each other’s differences and opinions. We must give our individual best to get the job done right. Everyone is accountable for their behaviors, exercising rational judgment, and giving thoughtful consideration to their professional activities and decisions.

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

SSi is an equal opportunity employer regardless of race, color, religion, creed, sex, marital status, national origin, disability, age, veteran status, on-the-job injury, sexual orientation, political affiliation or belief. Employment decisions are made without consideration of these or any other factors that employers are prohibited by law from considering. Any discriminatory action can be a cause for disciplinary action. SSi also prohibits discrimination against individuals with disabilities and will reasonably accommodate applicants with a disability, upon request, and will also ensure reasonable accommodation for employees with a disability. VETS are encouraged to apply.
Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...