Job Description

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.