At Simple Technology Solutions, our people are our priority. We know our team members are more than employees—they’re parents, friends, volunteers, artists, and athletes. That’s why we offer flexibility to help them thrive personally and professionally while delivering exceptional solutions to our Federal Government clients.
Our culture is built on collaboration, continuous learning, and excellence. We are mentors and thought leaders who share knowledge and foster growth. Recognized as a “Best Place to Work,” we believe a range of perspectives helps us drive innovation and exceed customer expectations. At STS, taking care of our people isn’t a perk—it’s the standard.
As an 8(a) HUBZone company, we also offer special incentives for team members living in qualified HUBZones. Check out the HUBZone map HERE to see if you qualify!
Simple Technology Solutions is looking for a Customer Service Representative to add to our team.
Quick Position Overview:
- US Citizenship is required
- BS degree + 2 years’ related experience OR HS diploma + 6 years’ related experience
- Bilingual English/Spanish preferred
- Ability to obtain DHS Public Trust (active DHS clearance preferred)
The Role:
The Customer Service Representative is responsible for receiving, documenting, and triaging incoming tips and information. This includes conducting structured interviews, collecting who/what/when/where/how details, validating the completeness of information, categorizing submissions using established guidelines, and escalating urgent or sensitive matters to Senior CSRs. The CSR ensures all details are accurately captured and entered into government systems in accordance with federal processes and SOPs.
This role operates within a high-volume, mission-critical federal law enforcement environment. The work is fast-paced and highly structured, requiring accuracy, professionalism, and strict adherence to scripts, SOPs, and federal privacy requirements. CSRs routinely handle sensitive, detailed, or time-critical information and must be comfortable working within a 24/7/365 shift-based setting where reliability, sound judgment, and attention to detail directly support public safety.
The Customer Service Representative at STS will:
- Receive and answer inbound calls within required response-time standards
- Review and process web-submitted information and assigned tasks
- Use approved scripts to collect essential caller information
- Gather accurate who/what/when/where/how details
- Identify timelines, locations, subject identifiers, and other critical information
- Verify collected information for clarity and completeness
- Document accurate, complete, and secure case information in government systems
- Apply prioritization and categorization guidelines to determine appropriate routing
- Escalate urgent, high-risk, or incomplete matters to Senior CSRs
- Use empathy and de-escalation techniques when interacting with distressed or emotional callers
- Adhere to all SOPs, privacy standards, and data-handling requirements
- Meet expectations for accuracy, documentation quality, and productivity
- Support communication and effective handoffs across shifts
Education and Experience:
Required
- Bachelor’s Degree with at least two (2) years of relevant experience OR High School Diploma with at least six (6) years of relevant experience
- Experience working in a high-volume contact center or similar fast-paced service environment
- Collecting and documenting detailed information with precision
- Following structured scripts, workflows, and compliance requirements
- Handling sensitive, confidential, or distressing information with professionalism
- Navigating multiple IT systems while maintaining accuracy
- Communicating clearly and professionally with diverse or distressed callers
- Working within performance, accuracy, or quality-driven environments
Preferred Experience
- Background supporting law enforcement, immigration, public safety, or other federal mission areas
- Familiarity with government or law enforcement systems or processes
- Work in 24/7/365 or shift-based operational environments
- Prior involvement with DHS programs or investigative support functions
- Bilingual English/Spanish preferred
STS is committed to equal employment opportunity. STS provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination, harassment, and retaliation of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, marital status, family responsibilities, matriculation, personal appearance, political affiliation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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