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 Operator at 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

• 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

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:

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

• 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.

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

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

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

• 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.

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

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