OneMain Financial Jobs

Job Description

We are seeking a Customer Service Representative to serve as a primary point of contact for customers, internal teams, and external stakeholders. This role handles a high volume of customer inquiries related to billing, service issues, outages, and general account questions through phone, email, and a case management system. The ideal candidate is calm under pressure, detail‑oriented, and skilled at problem‑solving while delivering a professional and empathetic customer experience.

Key Responsibilities

 · Handle inbound customer calls to address questions, concerns, and complaints while preventing escalation and maintaining high customer satisfaction

 · Make outbound calls to customers and internal stakeholders to follow up on open inquiries and ensure timely resolution

 · Manage customer issues through a case management system, ensuring accurate documentation and follow‑through

 · Respond to customer inquiries via phone, email, and contact center applications

 · Clearly explain service‑related information, including billing questions, rate changes, and service interruptions

 · Meet or exceed individual and team performance metrics, including quality, productivity, and customer satisfaction KPIs

 · Adhere to assigned work schedules and performance standards as outlined in call, case, and email scorecards

 · Schedule and dispatch internal field crews, including leak crews, new service inspectors, valve crews, line locators, and hydrant crews

 · Serve as a key point of contact for city personnel, government entities, contractors, and the public requiring support from Distribution teams

 · Use sound judgment to prioritize emergencies and outages, communicate updates to stakeholders, and dispatch appropriate personnel

 · Ensure all dispatch and service activity is properly documented

Develop and maintain strong working knowledge of internal systems, policies, and procedures

 · Troubleshoot customer issues using critical thinking and probing questions to identify root causes

 · Provide accurate, consistent information while maintaining a supportive and empathetic approach

Collaborate with internal teams to resolve complex or escalated service issues

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/.

Skills and Requirements

· High School diploma or GED

 · 3 years of experience working in an office environment

  ○ Inbound call center, dispatch center, or similar customer service roles

 · Proficient with MS Suite (Excel, Word, Outlook)

 · Soft skills:

Organized, calm, and detail oriented · College course work

 · Knowledge of field work in a utility or construction business

 · Bilingual (Spanish preferred)