Customer Service Representative

Description

The purpose of this position is to use expanded scope and proven mastery of the CSR I position to serve as a role model and resolve routine and more complex problems through phone, email, and case management. In addition to traditional CSR responsibilities, this position will use their experience to focus on project work that improves a variety of tools, employee knowledge, processes, and more.

The Customer Representative II will serve as an informal leader on the team who will partner closely with leadership to identify, propose, and implement improvements for the team and individuals. The incumbent is expected to serve as the first line in the peer escalation hierarchy by being an expert at handling complaints, probing for issues, troubleshooting, and solving problems, all while maintaining a supportive and empathetic relationship with the customer.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position requires a prerequisite of mastery of all CSR I job responsibilities as listed in the job description. In addition to CSR I responsibilities, a CSR II will:

Day-to-Day Responsibilities:

- Primarily handling inbound customer calls (headset-based role ~7 hours/day)

- Potential cross-training on email support for the right candidate

- Following SOPs and utilizing internal resources (team chat, documentation, etc.)

- Expected to become increasingly independent after training

- This role is primarily call-focused (~7 hours/day on the phone), with potential cross-training into email support once established. Calls will be the main priority.

Skills

Customer Service, Microsoft Office, Customer support, communication & people skills, call center, dispatch, CRM

Top Skills Details

Customer Service, Microsoft Office,Customer support,communication & people skills,call center

Additional

Skills & Qualifications

- MUST have 3+ years of customer service experience (call center or similar environment preferred)

- MUST have strong written communication skills

- Experience working within systems/CRMs is preferred

- Strong reliability and punctuality (this is critical for this team)

- Customer service and phone communication skills

- Problem-solving and ability to navigate resources independently

- Ability to multitask in a structured, high-volume environment

Experience Level

Entry Level

Work Environment

- Shift: Monday - Friday 8:00 AM - 5:00 PM CST | 40 hours/week (overtime is rare)

- Attendance and timeliness is CRUCIAL. They must arrive BEFORE 8:00 AM CST sharp each day and be ready to go. Even being 1 second late is considered tardy. End-of-day expectations are equally strict (no early log-off before 5:00 PM).

- Location:

Role will be on-site full time while in training/for the first 90 days (or until fully trained). After training:
Hybrid schedule (4 days remote / Thursdays in-office). Everyone is required to be on-site on Thursdays for team huddles and collaboration. Remote work requires reliable internet and a quiet workspace

- Dress Code:
Business Casual

Job Type & Location

This is a Contract position based out of Lenexa, KS.

Pay and Benefits

The pay range for this position is $21.00 - $24.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:  - Medical, dental & vision  - Critical Illness, Accident, and Hospital  - 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available  - Life Insurance (Voluntary Life & AD&D for the employee and dependents)  - Short and long-term disability  - Health Spending Account (HSA)  - Transportation benefits  - Employee Assistance Program  - Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Lenexa,KS.

Final date to receive applications

This position is anticipated to close on Jun 6, 2026.

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