Customer Service Representative

Insight Global is seeking a dedicated Customer Service Representative in Lenexa, KS, to act as a primary liaison for customers, internal teams, and external stakeholders. This crucial role manages a high volume of customer inquiries concerning billing, service issues, outages, and general account management, all while ensuring a professional and empathetic customer experience.

Key responsibilities include handling inbound customer calls to resolve questions, concerns, and complaints, preventing escalations, and maintaining high customer satisfaction. You will also make outbound calls for follow-ups and ensure timely issue resolution. Managing customer issues through a case management system with accurate documentation and timely follow-through is essential. Responding to customer inquiries via phone, email, and contact center applications, and clearly explaining service-related information, including billing, rate changes, and service interruptions, are core duties. Meeting and exceeding individual and team performance metrics for quality, productivity, and customer satisfaction KPIs is expected. Adherence to assigned work schedules and performance standards, as outlined in call, case, and email scorecards, is mandatory.

This role also involves scheduling and dispatching internal field crews such as leak crews, new service inspectors, valve crews, line locators, and hydrant crews. You will serve as a key point of contact for city personnel, government entities, contractors, and the public requiring support from Distribution teams. Utilizing sound judgment to prioritize emergencies and outages, communicating updates to stakeholders, and dispatching appropriate personnel are critical. Ensuring all dispatch and service activity is properly documented is required. Developing and maintaining a strong working knowledge of internal systems, policies, and procedures is key. Troubleshooting customer issues using critical thinking and probing questions to identify root causes, and providing accurate, consistent information with a supportive and empathetic approach are expected. Collaboration with internal teams to resolve complex or escalated service issues will be a regular part of the role.