Customer Service Representative

Job Description

Job Description

We are looking for customer-focused professionals to join a Long-term Contract opportunity in Teaneck, New Jersey as Customer Service Representatives. In this role, you will support customers with billing and payment-related questions, provide guidance on digital payment tools, and deliver a high standard of service across every interaction. This position is well suited for individuals who communicate clearly, stay organized in a fast-paced environment, and are comfortable helping customers resolve account concerns with patience and accuracy.

Responsibilities:
• Guide customers through the online payment experience, including one-time payments and automatic payment setup.
• Respond to billing and account inquiries by researching issues, clarifying charges, and providing accurate next steps.
• Assist customers during the move from BillTrust to the MyIWS payment platform by explaining updates and addressing questions.
• Investigate payment discrepancies, support reconciliation efforts, and route complex matters to the appropriate team when necessary.
• Record conversations, account activity, and issue resolution details thoroughly in internal systems.
• Partner with billing, credit, sales, operations, financial services, and customer experience teams to resolve customer concerns efficiently.
• Manage challenging interactions with professionalism, empathy, and a solution-oriented approach.
• Identify recurring service issues or process gaps and share feedback with leadership to support continuous improvement.• 1 to 3 years of experience in a customer-facing role such as call center support, billing, accounts receivable, collections, payment operations, or financial service support.
• Strong verbal and written communication skills with the ability to explain invoices, payments, and account details clearly.
• Working knowledge of common business applications, including Excel, Word, Outlook, and Teams.
• Confidence using computer-based systems and learning new tools in a changing work environment.
• High level of accuracy and attention to detail when documenting customer interactions and account updates.
• Ability to remain calm, patient, and attentive while assisting customers through sensitive or complex situations.
• Experience with platforms such as Stripe, BillTrust, MyIWS, CS360, Tower, or similar systems is preferred.
• Fluency in English is required; a college degree is considered an advantage.