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Helpdesk Customer Service Representative Manager Job Opening In Emmitsburg – Now Hiring SGI Global, LLC


Job description

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 .





Required Skill Profession

Other General


  • Job Details

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Unlock Your Helpdesk Customer Potential: Insight & Career Growth Guide


Real-time Helpdesk Customer Jobs Trends (Graphical Representation)

Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph here. Uncover the dynamic job market trends for Helpdesk Customer in Emmitsburg, United States, highlighting market share and opportunities for professionals in Helpdesk Customer roles.

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68352
2 Jobs in Emmitsburg
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Are You Looking for Helpdesk Customer Service Representative Manager Job?

Great news! is currently hiring and seeking a Helpdesk Customer Service Representative Manager to join their team. Feel free to download the job details.

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The Work Culture

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:

1. Independence

2. Loyalty

3. Impartiapty

4. Integrity

5. Accountabipty

6. Respect for human rights

7. Obeying United States laws and regulations

What Is the Average Salary Range for Helpdesk Customer Service Representative Manager Positions?

The average salary range for a 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.

What Are the Key Qualifications for Helpdesk Customer Service Representative Manager?

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. The generic skills are mostly outlined by the . Be sure to check the specific job listing for detailed requirements and qualifications.

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Interview Tips for Helpdesk Customer Service Representative Manager Job Success

SGI Global, LLC interview tips for Helpdesk Customer Service Representative Manager

Here are some tips to help you prepare for and ace your Helpdesk Customer Service Representative Manager job interview:

Before the Interview:

Research: Learn about the SGI Global, LLC's mission, values, products, and the specific job requirements and get further information about

Other Openings

Practice: Prepare answers to common interview questions and rehearse using the STAR method (Situation, Task, Action, Result) to showcase your skills and experiences.

Dress Professionally: Choose attire appropriate for the company culture.

Prepare Questions: Show your interest by having thoughtful questions for the interviewer.

Plan Your Commute: Allow ample time to arrive on time and avoid feeling rushed.

During the Interview:

Be Punctual: Arrive on time to demonstrate professionalism and respect.

Make a Great First Impression: Greet the interviewer with a handshake, smile, and eye contact.

Confidence and Enthusiasm: Project a positive attitude and show your genuine interest in the opportunity.

Answer Thoughtfully: Listen carefully, take a moment to formulate clear and concise responses. Highlight relevant skills and experiences using the STAR method.

Ask Prepared Questions: Demonstrate curiosity and engagement with the role and company.

Follow Up: Send a thank-you email to the interviewer within 24 hours.

Additional Tips:

Be Yourself: Let your personality shine through while maintaining professionalism.

Be Honest: Don't exaggerate your skills or experience.

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Turn Off Phone: Avoid distractions during the interview.

Final Thought:

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.

By following these tips, you can increase your chances of making a positive impression and landing the job!

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