Customer Service Representative, Intermediate Help Desk Operator

The NAI

. Support a high-volume, phone-based government contact center with a large, nationwide caller base .

Posted 9/29/2026full-timeWeston • Florida • United StatesSeniorLead💰 $18 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in high-volume customer service within a government contact center, utilizing CRM platforms like Salesforce and Zendesk while maintaining compliance with security regulations. Excels in delivering empathetic communication and managing multiple inquiries effectively.

Highest-signal resume keywords

Customer Service ExperienceCRM Platform ProficiencyStrong Communication SkillsTroubleshooting SkillsConfidential Information Handling

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceCRM PlatformsTroubleshootingCritical ThinkingCase Documentation

Soft Skills

EmpathyComposure Under PressureAdaptabilityIndependence

Tools & Technologies

SalesforceZendeskServiceNowComputer-Based Phone SystemMobile Device

Certifications & Qualifications

U.S. CitizenshipBackground CheckCredit CheckDrug Screening

Industry Keywords

Government Contact CenterHigh-Volume CallsVerification ProtocolsMulti-Factor AuthenticationSecurity Regulations

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Support a high-volume, phone-based government contact center with a large, nationwide caller base
Handle a continuous queue of back-to-back inbound calls
Manage calls, emails, and chat concurrently
Navigate multiple software systems in real time, including CRM platforms such as Salesforce, Zendesk, or ServiceNow
Follow verification protocols before sharing caller information
Research customer inquiries and provide accurate information consistent with program policies and procedures
Refer callers to the program’s public website when requests fall outside the scope of direct support
Deliver professional, courteous, and empathetic customer service while maintaining composure during difficult interactions
Maintain accurate, organized case documentation and clear written communication meeting quality standards
Adapt to a changing operational environment and implement feedback swiftly and effectively

Requirements

What you’ll need

U.S. Citizenship is required to meet client and project requirements
Must live within 50 miles of Weston, FL
2+ years of contact center customer service strongly preferred
Experience using 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
Must complete requested background checks, credit checks and/or drug screening
Must adhere to stringent security regulations and complete thorough background screening
Must use Multi-Factor Authentication (MFA) for identity verification
Must use a computer-based phone system and a mobile device as part of the authentication workflow

Benefits

Comp & perks

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