Customer Service RepresentativeWork Arrangement: Remote, with shifts across three timeframes:Shift 1: 8:00 AM - 5:00 PM ETShift 2: 4:00 PM - 1:00 AM ETShift 3: 12:00 AM - 9:00 AM ETJob Type: Full-timeHoliday Adherence: US/Local holidaysPTO Entitlement: 10 PTO days + 4 sick daysSalary: Competitive, based on experienceAbout Pearl TalentPearl 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 CompanyThe 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 OverviewThe 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 ResponsibilitiesClient 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.Speaks Spanish and EnglishProficiency in Customer Support Systems (e.g., Zendesk) and CRM tools.Familiarity with ShopifyStrong 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).Tools and Communication Channels Used by the Team:Communication Tools: ClickUpCustomer Support Platform (Email & Chat): Zendesk and ShopifyEmail and Calendar Management: Google WorkspaceReporting Tools: Microsoft Excel, Google SheetsGrowth 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.
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