Customer Service Representative
Insight Global, Kansas City, MO, United States
Location: Lenexa, KS - 90 days on site for training, then 4 days work from home
Pay range: 18-23/hr
Job Description 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
Must Haves
High School diploma or GED
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
Plusses
Knowledge of field work in a utility or construction business
Compensation $18/hr to $23/hr.
Exact compensation may vary based on several factors, including skills, experience, and education.
Benefits Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.
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Pay range: 18-23/hr
Job Description 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
Must Haves
High School diploma or GED
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
Plusses
Knowledge of field work in a utility or construction business
Compensation $18/hr to $23/hr.
Exact compensation may vary based on several factors, including skills, experience, and education.
Benefits Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.
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