Customer Service Representative Supervisor
At Goldschmitt and Associates LLC (G&A), we’re not just another company—we’re a catalyst for innovation and impact, and we’re inviting passionate, forward-thinking individuals to join us on this journey. Recognized multiple times on the Inc 5000 list of the fastest-growing companies, G&A is a leader in tech transformation and system modernization for some of the nation’s most important federal agencies.
Our culture is built on creativity and collaboration. We offer flexible schedules, telework options, and an environment where your ideas truly matter. At G&A, you won’t just clock in—you’ll be solving real-world challenges and working on projects that make a difference in the lives of millions.
Joining our team means becoming part of a vibrant, connected community where innovation thrives, your voice is heard, and your impact is felt. Whether you’re a tech enthusiast, a strategic thinker, or a problem-solver, at G&A, you’ll have the opportunity to level up your career while making a real-world impact.
If you’re ready to be part of a company that values purpose as much as progress, G&A is the place for you!
Summary:
The Customer Service Representative (CSR) Supervisor supervises a team of CSRs, ensuring high-quality, compliant borrower interactions for the Perkins Loan Servicing Program. This role focuses on performance management, training, and efficient service delivery.
Job Duties and Responsibilities:
Oversee daily operations of a CSR team, meeting SLAs and compliance standards.
Monitor and evaluate performance metrics, offering coaching and feedback.
Address escalated borrower inquiries and ensure proper documentation.
Collaborate with the Contact Center Manager to optimize workflows and tools.
Prepare performance reports and recommend process improvements.
Foster a supportive, high-performance culture within the team
Necessary Skills and Knowledge:
Strong leadership, communication, and conflict-resolution skills.
Familiarity with call center metrics and best practices.
Ability to work in a fast-paced, compliance-focused environment.
- Possess at least 1 year of related experience
High school diploma or equivalent certification, such as the GED
Experience supervising or managing customer service teams in a federal contact center environment.
- Possess the ability to obtain and maintain a Public Trust clearance
- Associate's or Bachelor's degree
- Knowledge of loan servicing or financial services is beneficial.
NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. It is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification and addition as deemed necessary by the Company.
Goldschmitt and Associates offers the following benefits:
- 401(k) with immediate vesting
- Paid Federal Holidays
- Tuition Reimbursement
- Medical Insurance, including Vision and Dental Insurance
- Employer-Paid Short-Term and Long-Term Disability
- Employer Paid Life Insurance
- Supplemental Life Insurance
- FSA/HSA Programs
- Commuter Benefits Program
- Adoption Assistance Program
- Employee Assistance Program (EAP)
- Caregiver Support Program
- Health Advocacy Program
- Financial Wellbeing Support
Goldschmitt and Associates is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.