Customer Service Representative

Job Description

Job Description

We are looking for a customer-focused individual to join a growing team in Teaneck, New Jersey as a Customer Service Representative. This Long-term Contract position is ideal for someone who can confidently support billing and payment-related inquiries while delivering clear, consistent service across every interaction. The role offers collaborative training, hands-on customer support work, and the opportunity to assist clients with online payment tools, account questions, and issue resolution in a fast-paced environment.

Responsibilities:
• Guide customers through the online payment platform, including one-time payments and recurring payment setup.
• Clarify billing and payment process updates for customers and answer questions related to account changes.
• Investigate payment or invoice concerns, resolve routine issues, and route more complex matters to the appropriate team.
• Support billing activities by assisting with accounts receivable inquiries, reconciliation questions, and credit-related account concerns.
• Maintain accurate records of customer conversations, account adjustments, and completed resolutions within company systems.
• Partner with teams across financial services, billing, credit, sales, operations, and customer experience to address customer needs effectively.
• Manage challenging interactions with patience and care while working toward practical solutions.
• Identify recurring service issues or process gaps and share trends with leadership for follow-up.
• Assist customers during the move from BillTrust to the MyIWS payment solution by explaining updates and providing portal support.• 1–3 years of experience in a customer-facing role such as call center support, billing, accounts receivable, collections, payment processing, or financial services.
• Strong verbal and written communication skills with the ability to explain billing details, invoices, payments, and online account tools clearly.
• Proficiency with business software such as Excel, Word, Outlook, and Teams.
• Comfortable learning new systems and adapting to updated workflows and service procedures.
• High attention to detail with the ability to document interactions and account information accurately.
• Detail-oriented, empathetic, and composed when assisting customers in difficult situations.
• Experience with platforms such as Stripe, BillTrust, MyIWS, CS360, Tower, or comparable systems is preferred.
• Fluency in English; a college degree is considered an advantage.