Customer Service Representative
Insight Global, Lenexa, KS, United States
We are seeking a Customer Service Representative to serve as a primary point of contact for customers, internal teams, and external stakeholders. This role handles a high volume of customer inquiries related to billing, service issues, outages, and general account questions through phone, email, and a case management system. The ideal candidate is calm under pressure, detail‑oriented, and skilled at problem‑solving while delivering a professional and empathetic customer experience.
Key Responsibilities
Handle inbound customer calls to address questions, concerns, and complaints while preventing escalation and maintaining high customer satisfaction
Make outbound calls to customers and internal stakeholders to follow up on open inquiries and ensure timely resolution
Manage customer issues through a case management system, ensuring accurate documentation and follow‑through
Respond to customer inquiries via phone, email, and contact center applications
Clearly explain service‑related information, including billing questions, rate changes, and service interruptions
Meet or exceed individual and team performance metrics, including quality, productivity, and customer satisfaction KPIs
Adhere to assigned work schedules and performance standards as outlined in call, case, and email scorecards
Schedule and dispatch internal field crews, including leak crews, new service inspectors, valve crews, line locators, and hydrant crews
Serve as a key point of contact for city personnel, government entities, contractors, and the public requiring support from Distribution teams
Use sound judgment to prioritize emergencies and outages, communicate updates to stakeholders, and dispatch appropriate personnel
Ensure all dispatch and service activity is properly documented
Develop and maintain strong working knowledge of internal systems, policies, and procedures
Troubleshoot customer issues using critical thinking and probing questions to identify root causes
Provide accurate, consistent information while maintaining a supportive and empathetic approach
Collaborate with internal teams to resolve complex or escalated service issues
Qualifications
3+ years of experience working in an office environment (Inbound call center, dispatch center, or similar customer service roles)
Proficient with MS Suite (Excel, Word, Outlook)
Organized, calm, and detail oriented in high pressure situations
Able to manage multiple systems at the same time
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Key Responsibilities
Handle inbound customer calls to address questions, concerns, and complaints while preventing escalation and maintaining high customer satisfaction
Make outbound calls to customers and internal stakeholders to follow up on open inquiries and ensure timely resolution
Manage customer issues through a case management system, ensuring accurate documentation and follow‑through
Respond to customer inquiries via phone, email, and contact center applications
Clearly explain service‑related information, including billing questions, rate changes, and service interruptions
Meet or exceed individual and team performance metrics, including quality, productivity, and customer satisfaction KPIs
Adhere to assigned work schedules and performance standards as outlined in call, case, and email scorecards
Schedule and dispatch internal field crews, including leak crews, new service inspectors, valve crews, line locators, and hydrant crews
Serve as a key point of contact for city personnel, government entities, contractors, and the public requiring support from Distribution teams
Use sound judgment to prioritize emergencies and outages, communicate updates to stakeholders, and dispatch appropriate personnel
Ensure all dispatch and service activity is properly documented
Develop and maintain strong working knowledge of internal systems, policies, and procedures
Troubleshoot customer issues using critical thinking and probing questions to identify root causes
Provide accurate, consistent information while maintaining a supportive and empathetic approach
Collaborate with internal teams to resolve complex or escalated service issues
Qualifications
3+ years of experience working in an office environment (Inbound call center, dispatch center, or similar customer service roles)
Proficient with MS Suite (Excel, Word, Outlook)
Organized, calm, and detail oriented in high pressure situations
Able to manage multiple systems at the same time
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