Customer Service Representative

D. Kent Consulting Group, LLC
Denver, CO
Category Customer Service
Job Description
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). 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.

Requirements

  • 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.

Benefits

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