Customer Service Representative

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 :

• Meets accounts receivable objectives by processing payments from walk-ins or mail and recording the transactions; reconciling cash drawer by proving cash transactions; counting and packaging currency and coins; reconciling payment coupons and other transactions; maintaining supply of cash in both the payment and petty cash drawers; ensuring all payment batches are received, processed, and posted to customer accounts; and resolve payment issues brought forth by third party check processor.
• Supports all Dispatch functions by scheduling / dispatch leak crews, tappers, new service inspectors, valve crews, line locators and hydrant crews. Serves as contact for city personnel, contractors, and the general public requiring service from CMVS. Issues, tracks, updates, processes notifications and work orders, and processes right-of-way / excavating permits from government entities.
• Demonstrates accountability for the CSR Knowledge Base and continuously enhance Standard Operating Procedures (SOPs) to ensure complete process adherence and a high level of consistency in resolutions.
• Serves as the first line of customer escalations and complaints to resolve issues and ensure customer satisfaction.
• Trains new employee peers to quickly adopt processes, procedures, and expectations.
• Be a Subject Matter Expert for all lines of business that Customer Care supports including Billing, Usage & Meter Management, Dispatch, Account Administration, and more.
• Manages complex investigations and provide elbow support to employees handling customer issues.
• Possess a problem management mindset and identify, propose, and implement changes that continuously improve service to customers. Partner directly with leadership to identify team and individual opportunities to improve.
• May work on customer service issues via email, a case management system, or a contact center application.
• Skills

Customer Service, Microsoft Office, Customer support, Data entry, Email, dispatch

• Top Skills Details

Customer Service, Microsoft Office,Customer support,Data entry,Email

• Additional Skills & Qualifications

MUST have 3+ years customer service and / or dispatch experience

MUST have experience in written communication in previous roles. Will be sending emails and web cases daily.

Will be crossed trained to take customer calls and will help as needed. Main duties will be to correspond to customer emails.

CRM experience - preferred

High school diploma or GED plus two years inbound customer service experience and two years general office experience. An equivalent combination of education and experience may be considered in meeting the education and experience requirements for this position.

Obtain a thorough understanding of rules, regulations, and other standards as they apply to customers.

Superior verbal and written communication skills. Must have proven customer relations skills.

Must have good business writing and listening skills.

Proficient in using the Microsoft Office suite of applications, including Word, Excel, Outlook, and PowerPoint.

Previous knowledge with online Customer Information Systems (CIS). Knowledge of Customer Relationship Management Systems (CRM) a plus.

Must be detail oriented and maintain a high level of accuracy.

Able to perform basic math skills.

Excellent problem-solving ability.

Ability to acquire general knowledge of water utilities.

Possess good work habits and continuously meet attendance expectations.

Understands the need for and readily accepts continuous performance feedback.

Availability to work overtime as required during emergency situations.

Some college credit with emphasis in business - preferred

Experience with the creation and adherence of quality standards and guidelines - preferred

Participation in the roll out of new systems, including performing user acceptance testing - preferred

• Experience Level

Entry Level

• 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 hybrid position in Lenexa,KS.

• Application Deadline

This position is anticipated to close on Oct 28, 2025.

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About TEKsystems :

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.