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Customer Success Representative at Pavago. Employment Type: . Full-Time | Remote. Working Hours: . US Hours. About Pavago. Pavago's client is dedicated to delivering exceptional customer experiences while driving efficiency and innovation. They are seeking a highly motivated . Customer Success Representative (CSR). to join our team and play a key role in ensuring customer satisfaction, smooth operations, and strong account management.. Role Overview. The . Customer Success Representative. is the frontline ambassador for their customers. This role combines case management, proactive communication, and receivables coordination. You will triage inbound inquiries, drive case progression, resolve billing concerns, and maintain accurate Salesforce documentation. Success in this position requires attention to detail, empathy, urgency, and a relentless focus on keeping customers informed and satisfied throughout every interaction.. Key Responsibilities. . . Customer Case Management:. Open and document a Salesforce case for every customer contact. Triage requests by identifying issues, assessing urgency, assigning ownership, and documenting thoroughly. Provide proactive customer updates every 24 hours or less until resolution. Follow up internally to ensure cases progress without delays. Confirm customer satisfaction before closing cases. Request Google reviews for resolved issues with positive outcomes. Investigate issues, analyze root causes, document findings, and propose solutions. . . . Documentation & Continuous Improvement: . Maintain detailed notes on problems, resolutions, and communications in Salesforce. Keep Salesforce contact records accurate and up to date. Flag recurring issues and recommend SOPs or process improvements. . . . Receivables & Billing Support:. Investigate and resolve billing or invoice-related inquiries. Collaborate with service and installation managers on complex billing issues. Manage outbound collection efforts for past-due accounts. Promote and encourage customers to enroll in auto-billing. Provide support to the Receivables team as required. . . You will be successful in this role if you:. . Communicate clearly, frequently, and professionally. . . Aggressively manage and close open cases. . . Keep customers updated before they have to ask. . . Resolve billing issues efficiently and prevent repeat concerns. . . Maintain clean, complete, and accurate documentation. . . Proactively identify opportunities to improve customer experience and team efficiency. . . Key Performance Indicators (KPIs). . . Case Management:. No cases older than 7 days; daily customer updates; all contacts logged; <5 missed calls per day with 30-min callback time; 1-hour email response time. . . . Receivables:. 100% completion of daily collection tasks; collections secured ($ and #); billing investigations resolved; % of customers converted to auto-bill. . . . Communication:. Fewer than 1 escalation per day; 100% initiation of cadences based on activity or signals. . . . Daily Reporting:. Open/closed cases, cases older than 7 days, high-priority cases, missed calls and callbacks, % cadence tasks completed. . . . Weekly 1:1 with Manager:. Roadblocks and training needs, high-priority case reviews, billing trends or SOP suggestions, KPI and workload review.. . Interview Process . . . Initial Phone Call: . Engage in a brief conversation to understand your experience and suitability for the role.. . . Video Interview: . Dive deeper into your professional background and assess your skills in a 30-minute call.. . . Final Client Interview: . Have a comprehensive discussion with our client to ensure mutual alignment.. . . Background Checks:.  Conduct swift verification of your references and past employment details.. . Ready to Apply?. If you’re passionate about delivering exceptional customer experiences, managing cases with urgency and precision, and ensuring billing issues are resolved smoothly, this role is for you!. Company Location: Colombia.