Customer Service Representative/Intermediate Help Desk Operator

The Customer Service Representative / Intermediate Help Desk Operator role supports a high-volume, phone-based government contact center, handling inbound calls, emails, and chat while working through multiple systems and adhering to identity verification and confidentiality requirements.

Location and Schedule

Location: Weston, FL (onsite)

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

Training schedule: 8:30am-5:30pm EST onsite in Weston, FL for 2 weeks

Compensation

Salary: USD 17 - 17 per hourly

Role Summary

This position manages customer inquiries in a structured contact center environment. Responsibilities include navigating CRM and support systems, following strict verification steps before releasing any caller information, and documenting case activity with clear, quality-aligned written communication.

Responsibilities

• Answer a continuous, high-volume queue of inbound calls in a government contact center environment, with calls handled back-to-back.
• Respond to inquiries across calls, emails, and chat, switching between multiple software systems, including a CRM platform such as Salesforce, Zendesk, or ServiceNow.
• Follow identity verification protocols, ensuring that no caller information is shared until verification is complete.
• Research questions and provide accurate responses aligned with program policies and procedures.
• Use judgment when requests cannot be handled directly, including referring callers to the program’s public website.
• Provide professional, courteous, and empathetic customer service, maintaining composure during difficult interactions.
• Use a computer-based phone system and a mobile device as part of the required authentication workflow.
• Maintain accurate, organized case documentation and produce written communication that meets quality standards.
• Adapt to a changing operational environment and apply feedback promptly and effectively.

Required Qualifications

• 2+ years of contact center customer service strongly preferred.
• Experience with 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.
• U.S. Citizenship is required to meet client and project requirements.

Technologies

• Salesforce
• Zendesk
• ServiceNow

Benefits

• Health Insurance: medical, dental, vision & pharmacy benefits (employer contribution included)
• Company sponsored Life Insurance
• 401K Retirement plan
• Paid Time Off
• Employee Assistance Program
• Paid Training
• Paid Holidays

Screening and Timing

• You may receive requests for background checks, credit checks and/or drug screening.
• Screening may result in a delay of at least 60 days prior to onboarding.

Reasonable Accommodation

If you require alternative methods of application or screening, you must approach the employer directly to request this. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EEO Statement

Capitol Bridge, Inc. is an Equal Opportunity Employer.

Texting Notice

Applicants may be contacted by text in addition to email and phone.