Customer Service Representative

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
  
  
  

Benefits/Perks

• Competitive Compensation
• Paid Time Off
• Career Growth Opportunities
  
  
  

DKC Group 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.