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Urgent! Helpdesk Customer Service Representative Manager Job Opening In Emmitsburg – Now Hiring SGI Global, LLC
Emmitsburg, MD, USA | Ability to obtain clearance | Full Time
SGI seeks a hands-on Helpdesk Customer Service Representative Manager who will lead day-to-day customer service and administrative operations for FEMA's Independent Study Program.
This role ensures every student, school, and stakeholder receives responsive, accurate, and courteous support across phone, email, and online channels while keeping the program compliant with FEMA standards, SLAs, and SOPs.
Key Responsibilities
Customer Service Leadership
+ Lead and develop CSRs staffing phone/email queues; set goals, coach quality, and schedule coverage for 8:00 a.m.–4:30 p.m. ET.
+ Ensure first-contact resolution, courteous tone, and SLA adherence; reallocate resources during surges/outages.
Workflow Oversight
+ Direct CSR handling of duplicate/SID reconciliations in OPM; ensure proper routing of policy queries to government and tech issues to IT.
+ Supervise prompt processing of electronic mail (≈20k/year) and responses to written requests within five business days.
+ Oversee group verification reviews with PII safeguards and release of completion data.
+ Manage transcript fulfillment to institutions via FEMA transcript paper and portal workflows.
Governance, SOPs, and Reporting
+ Represent the team in monthly meetings with the COR/FEMA; surface risks and improvements.
+ Own SOP lifecycle for customer-service operations; update per schedule and contract changes.
+ Review and submit monthly metrics (contacts, verifications, transcripts, merges) and ad-hoc reports.
Technology and Continuous Improvement
+ Guide CSR participation in testing/evaluating ISP technologies; collect feedback and recommend enhancements.
+ Ensure smooth process updates during system transitions and course-access changes.
Continuity of Operations
+ Monitor queues, SLAs, and staffing; maintain FEMA standards and ISP requirements.
+ Serve as Project Manager during absences to ensure uninterrupted service.
Minimum Qualifications
+ Minimum 3 years of project management or related administrative experience.
+ Strong organizational skills with ability to track and manage multiple priorities.
+ Excellent oral and written communication skills.
+ Proficiency in Microsoft Word, Excel, and Outlook.
+ Experience providing customer service in remote or distance-based environments.
+ U.S. Citizenship.
+ Ability to obtain and maintain a favorably adjudicated Public Trust clearance.
SGI Global provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws .
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Unlock Your Helpdesk Customer Potential: Insight & Career Growth Guide
Real-time Helpdesk Customer Jobs Trends in Emmitsburg, United States (Graphical Representation)
Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph below. This graph displays the job market trends for Helpdesk Customer in Emmitsburg, United States using a bar chart to represent the number of jobs available and a trend line to illustrate the trend over time. Specifically, the graph shows 69462 jobs in United States and 3 jobs in Emmitsburg. This comprehensive analysis highlights market share and opportunities for professionals in Helpdesk Customer roles. These dynamic trends provide a better understanding of the job market landscape in these regions.
Great news! SGI Global, LLC is currently hiring and seeking a Helpdesk Customer Service Representative Manager to join their team. Feel free to download the job details.
Wait no longer! Are you also interested in exploring similar jobs? Search now: Helpdesk Customer Service Representative Manager Jobs Emmitsburg.
An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at SGI Global, LLC adheres to the cultural norms as outlined by Expertini.
The fundamental ethical values are:The average salary range for a Helpdesk Customer Service Representative Manager Jobs United States varies, but the pay scale is rated "Standard" in Emmitsburg. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.
Key qualifications for Helpdesk Customer Service Representative Manager typically include Other General and a list of qualifications and expertise as mentioned in the job specification. Be sure to check the specific job listing for detailed requirements and qualifications.
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Before the Interview:To prepare for your Helpdesk Customer Service Representative Manager interview at SGI Global, LLC, research the company, understand the job requirements, and practice common interview questions.
Highlight your leadership skills, achievements, and strategic thinking abilities. Be prepared to discuss your experience with HR, including your approach to meeting targets as a team player. Additionally, review the SGI Global, LLC's products or services and be prepared to discuss how you can contribute to their success.
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