Customer Service Representative

Summary

Join Pearl Talent and work as a Customer Service Representative for a Manhattan-based startup revolutionizing the billing and collections industry for internet and cable services. This full-time, fully remote position offers a competitive salary and a flexible schedule. You will be the primary point of contact for clients, handling inquiries, managing accounts, providing administrative support, and driving process improvements. The ideal candidate possesses 2-3 years of customer service experience, preferably in billing or tech-driven industries, and proficiency in customer support systems and CRM tools. Enjoy generous PTO, direct mentorship, learning and development opportunities, and a work-life balance.

Requirements

• 2-3 years of customer service experience, preferably in billing or tech-driven industries
• Experience with retention strategies
• 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
• Setting up accounts
• Process improvement
• Assist with manual work/automations - admin work and account creation

Preferred Qualifications

• Startup experience
• Proven experience with upselling
• Speaks Spanish and English
• AR (Accounts Receivable) experience

Benefits

• Remote Work: Fully remote—work from anywhere
• Generous PTO: Ample paid time off to rest and recharge
• Direct Mentorship: Grow through guidance from international industry experts
• Learning & Development: Ongoing access to resources for professional growth
• Global Networking: Work and connect with professionals around the world
• Work-Life Balance: Flexible hours that support a healthy work-life balance