Helpdesk Customer Service Representative Manager

Job Description

Job Description

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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