Customer Service Representative (US-Based Billing Company)

Customer Service Representative

Work Arrangement: Remote, with shifts across three timeframes:

• Shift 1: 8:00 AM - 5:00 PM ET

• Shift 2: 4:00 PM - 1:00 AM ET
• Shift 3: 12:00 AM - 9:00 AM ET

Job Type: Full-time
Holiday Adherence: US/Local holidays
PTO Entitlement: 10 PTO days + 4 sick days
Salary: Competitive, based on experience

About Pearl Talent

Pearl Talent connects the top 1% of global candidates with leading startups in the US and EU. Partnering with companies backed by OpenAI, a16z, and Founders Fund, Pearl fosters career growth with opportunities for promotions and global engagements.

About The Company

The Company is a Manhattan-based startup transforming the billing and collections industry. Specializing in bulk-priced internet and cable services for property managers and landlords, UTG leverages a tech-enabled communication platform to streamline operations and enhance tenant satisfaction. With nearly 10,000 apartment units secured and a full launch set for March 2025, UTG is poised for rapid growth, offering innovative solutions that deliver value, convenience, and efficiency to its clients.

Role Overview

The Customer Service Representative will be the front-line liaison between the Company and its clients, ensuring seamless customer experiences through professional, empathetic communication. Responsibilities include handling client inquiries, account management, administrative support, and driving process improvements.

Key Responsibilities

Client Interaction:

• 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.

Account Management:

• 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.

Administrative Support:

• Document interactions and feedback in the CRM system.
• Collaborate with the operations team to address recurring issues.
• Generate customer satisfaction and issue resolution reports.

Process Improvement:

• 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.

Must-Haves:

• 2-3 years of customer service experience, preferably in billing or tech-driven industries.
• 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.

Nice-to-Haves:

• Startup experience.
• Accounting Skills (Accounts Receivable).

What Are the Different Tools and Communication Channels Used by the Team?

• Communication Tools: ClickUp
• Customer Support Platform (Email & Chat): Zendesk and Shopify
• Email and Calendar Management: Google Workspace
• Reporting Tools: Microsoft Excel, Google Sheets

Growth Opportunities: Collaborate with world-class AI experts and professionals in a dynamic industry.

Work-Life Balance: Enjoy flexibility in work hours to maintain a healthy balance.

Competitive Compensation: Earn a competitive salary based on your experience and skills.

Professional Development: Access mentorship, training, and global networking opportunities