Customer Service Representative

Summary

Join Pearl Talent and work as a remote Customer Service Representative for a Manhattan-based startup revolutionizing the billing and collections industry for internet and cable services. You will be the primary point of contact for clients, handling inquiries, managing accounts, providing administrative support, and driving process improvements. This full-time role offers flexible hours across three shifts and requires 2-3 years of customer service experience, proficiency in customer support systems (e.g., Zendesk) and CRM tools, familiarity with Shopify, and fluency in Spanish and English. The company offers competitive compensation, professional development opportunities, and a focus on work-life balance.

Requirements

• 2-3 years of customer service experience, preferably in billing or tech-driven industries
• Speaks Spanish and English
• Proficiency in Customer Support Systems (e.g., Zendesk) and CRM tools
• Familiarity with Shopify
• Strong written and verbal communication skills
• Highly detail-oriented and organized
• Ability to stay calm and professional under pressure

Responsibilities

• Respond to customer inquiries via phone, email, and chat promptly and professionally
• Provide solutions to issues, escalating complex concerns when necessary
• Build strong client relationships through consistent follow-ups and support
• Monitor and update customer accounts for accuracy
• Assist in onboarding new clients and guiding them through company systems
• Support clients in navigating the tech-enabled communication platform
• Document interactions and feedback in the CRM system
• Collaborate with the operations team to address recurring issues
• Generate customer satisfaction and issue resolution reports
• Identify trends in client concerns and recommend enhancements
• Collaborate with departments to improve the customer experience
• Develop and refine internal SOPs for the Customer Service Department

Preferred Qualifications

Startup experience

Benefits

• Competitive Compensation: Earn a competitive salary based on your experience and skills
• Work-Life Balance: Enjoy flexibility in work hours to maintain a healthy balance
• Professional Development: Access mentorship, training, and global networking opportunities
• PTO Entitlement: 10 PTO days + 4 sick days