We are looking for a customer-focused Customer Service Representative to join an onsite team in New Jersey. This role is ideal for someone who delivers high-touch support, communicates clearly, and helps clients resolve billing and payment questions with professionalism and care. This is a Long-term Contract position supporting customers in a call center setting, with a strong emphasis on providing a high-quality service experience and accurate follow-through.

Responsibilities:
• Guide customers through payment portal use, including making payments online and setting up recurring payment options.
• Respond to inbound inquiries related to billing, invoices, account balances, and payment concerns while maintaining a high standard of service.
• Investigate customer issues, identify the source of payment or account discrepancies, and route complex matters to the appropriate team when necessary.
• Record conversations, account changes, and issue outcomes thoroughly to ensure complete and accurate customer histories.
• Partner with billing, credit, sales, operations, and customer support teams to resolve account-related questions efficiently.
• Assist with accounts receivable follow-up, payment application questions, and inquiries involving credit status or account holds.
• Support customers during the adoption of the payment platform by explaining updates and helping them complete key actions successfully.
• Manage sensitive or escalated interactions calmly, using empathy, sound judgment, and solution-oriented communication.
• Share recurring service trends, customer pain points, and process concerns with leadership to improve the overall client experience.• 1–3 years of experience in a customer-facing position, preferably within a call center, billing, accounts receivable, collections, payment processing, or financial services environment.
• Strong verbal and written communication skills with the ability to explain payment and billing information in a clear, simple manner.
• Proven ability to handle inbound calls effectively while delivering a high level of customer care.
• Comfort working with billing platforms, online account portals, and standard business applications such as Excel, Word, Outlook, and Teams.
• High level of accuracy and attention to detail when documenting customer interactions and updating account information.
• Ability to remain patient, detail-oriented, and effective when assisting upset or frustrated customers.
• Adaptability and willingness to learn new tools, workflows, and service procedures quickly.
• Experience with systems such as Stripe, BillTrust, MyIWS, CS360, Tower, or related platforms is preferred.