Customer Service Representative/Intermediate Help Desk Operator - El Paso, TX (60075)

Capitol Bridge, LLC is seeking a dynamic and experienced individual to join our team as a Customer Service Representative/Intermediate Help Desk Operatorat our El Paso, TX site to support an important government project. As a leading organization, Capitol Bridge provides top-tier services while prioritizing security and compliance.

Location: Within 50 miles of El Paso, TX

Training hours are 8:30am-5:30pm EST - this will be onsite in El Paso, TX for 2 weeks

Working hours - Monday through Friday, 10:30am - 7:30pm EST

All applicants must meet the following requirement: U.S. Citizenship is required to meet client and project requirements.

Pay and Benefits:

• Salary: 17.50 p/h
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  Health Insurance - medical, dental, vision & pharmacy benefits. (Employer contribution included)

  
  
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  Company sponsored Life Insurance

  
  

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  401K Retirement plan

  
  

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  Paid Time Off

  
  

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  Employee Assistance Program

  
  

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  Paid Training

  
  

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  Paid Holidays

  
  

Position Overview:

The Customer Service Representative/ Help Desk Operator supports a high-volume, phone-based government contact center with a large, nationwide caller base. This is queue-based work: calls arrive back-to-back, not by appointment. The role requires handling inbound calls, emails, and chat, while navigating multiple software systems in real time. Due to callers' information is protected and must remain confidential, the role also requires strict adherence to Multi-Factor Authentication (MFA) for identity verification before sharing any information, and uses a disciplined, protocol-driven communication styles, answering questions accurately without providing unnecessary responses beyond what is required.

Key Responsibilities:

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  Handle a continuous, high-volume queue of inbound calls (back-to-back, not scheduled) in a government contact center.

  
  
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  Manage calls, emails, and chat concurrently, swiveling between multiple software systems - including a customer relationship management (CRM) platform (e.g., Salesforce, Zendesk, or ServiceNow) - to research and respond to caller inquiries.

  
  
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  Strictly follow verification protocols - no caller information may be shared until identity verification is complete.

  
  
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  Research customer inquiries and provide accurate information consistent with program policies and procedures.

  
  
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  Exercise sound judgment in referring callers to the program's public website when a request falls outside what can be addressed directly.

  
  
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  Deliver professional, courteous, and empathetic customer service while maintaining composure during difficult interactions. Use both a computer-based phone system and a mobile device as part of the required authentication workflow.

  
  
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  Maintain accurate, organized case documentation and clear written communication that meets quality standards.

  
  
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  Demonstrate adaptability in a changing operational environment and implement feedback swiftly and effectively.

  
  

Preferred Qualification:

* 2+ years of contact center customer service strongly preferred.

* Experience using CRM platforms such as Salesforce, Zendesk, ServiceNow, or similar systems.

* Strong written and verbal communication skills.

* Experience handling confidential information.

* Ability to work independently while following established procedures.

* Strong troubleshooting and critical-thinking skills.

Screenings Requested:

You may receive requests for background checks, credit checks and/or drug screening regarding this employment opportunity. Respond to all requests quickly as we anticipate filling our vacancies quickly and non-responses may result in disqualification for this opportunity. *Please be aware that our organization and our client adhere to stringent security regulations, necessitating a thorough background screening process for all potential hires. We value transparency and want to inform you that this screening may result in a delay of at least 60 days prior to onboarding. Rest assured, we are committed to maintaining a secure and compliant work environment. We appreciate your understanding and cooperation as we prioritize the safety and confidentiality of our operations.

Reasonable Accommodation:

If you require alternative methods of application or screening, you must approach the employer directly to request this. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

EEO Statement:

Capitol Bridge, Inc. is an Equal Opportunity Employer. All employment decisions at Capitol Bridge are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social, or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

Texting Notice:

We communicate with applicants by text in addition to email and phone. If you apply for this position, we may text you about this position, your application for the position, or other things relevant to this job position. If we text you and you no longer want us to text you, you can opt out at that time.