Customer Service Representative

The Customer Experience Representative provides first‑level support as the primary point of contact for customer inquiries. This role handles basic account questions, billing issues, and Tier I technical troubleshooting such as connectivity checks and equipment resets. More complex issues are escalated to senior team members.

Key Responsibilities
-Manage inbound calls regarding account updates, billing, payments, and service changes.
-Perform Tier I troubleshooting (signal checks, reboots, outage identification).
-Document all customer interactions accurately in internal systems.
-Maintain professional, high‑quality customer service.
-Participate in ongoing training on products and processes.
-Upsell relevant products or services.
-Escalate advanced issues as needed and meet departmental KPIs.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

-Must reside in Florida and be able to work variable schedules including nights, weekends, and holidays.
-High school diploma or equivalent; bilingual English/Spanish is a plus.
-Strong communication skills, basic computer proficiency, and prior call‑center experience preferred.
-Minimum internet speed: 50 Mbps down / 10 Mbps up; distraction‑free workspace required.
-Must complete mandatory virtual training.

Benefit packages for this role will start on the 1st 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.