Customer Service Representative

TEKsystems•Olathe, KS

5d•$21 - $24•Onsite

About The Position

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.

Requirements

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

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