Customer Service Representative

About The Role

The Intermediate Help Desk Operator role is a vital position within Capitol Bridge, supporting a key government initiative in Weston, FL. This position involves delivering front-line customer support to DEA registrants, clients, and contractors by managing inbound and outbound communication channels. The successful candidate will handle routine technical and customer service issues efficiently, providing timely resolutions and escalating complex problems to senior staff as needed.

Qualifications

• High School Diploma or High School Equivalency required
• Minimum of six (6) years of experience in customer support services, including at least two (2) years as an operator or analyst
• Bachelor's Degree preferred; equivalent experience may be considered (one year of education equals one year of experience)
• Multilingual abilities are a plus
• No specific certifications required

Responsibilities

• Answer inbound and outbound calls, emails, and other communication sources promptly and professionally
• Provide exceptional customer service to DEA registrants, clients, and contractors by resolving routine issues efficiently
• Aid clients with their inquiries, including processing large orders and multitasking effectively
• Document all interactions accurately and ensure timely delivery of services
• Utilize problem recognition, research, isolation, resolution, and follow-up steps to address customer issues
• Offer first-tier support by resolving simple problems immediately and escalating complex issues to senior staff
• Analyze customer needs to determine functional requirements and provide appropriate solutions
• Meet or exceed project performance metrics such as quality assurance, average handle time, adherence, and attendance
• Accept and implement feedback to improve service delivery continually
• Adapt to changing procedures and requirements in a dynamic work environment
• Participate in training sessions and adhere to security and compliance regulations

Benefits

• Competitive hourly salary of $17.50
• Health insurance including medical, dental, vision, and pharmacy benefits with employer contribution
• Company-sponsored life insurance
• 401K retirement plan
• Paid vacation and sick leave
• Employee Assistance Program (EAP)
• Paid training and holidays
• Opportunities for professional growth and development within a secure environment

Equal Opportunity

Capitol Bridge, Inc. is an Equal Opportunity Employer. All employment decisions are made based on business needs, job requirements, and individual qualifications without regard to race, color, religion, national origin, sex (including pregnancy), age, disability, sexual orientation, gender identity, marital status, military service, or any other protected status under applicable laws. The company promotes diversity and inclusion and is committed to creating a workplace free from discrimination and harassment. We encourage applications from all qualified candidates to join our team and contribute to our mission of delivering exceptional services to government clients.