Customer Service Representative, Flex Pay

4 weeks ago


Phoenix, Arizona, United States Upgrade, Inc. Full time

About the Role: We are seeking a highly skilled Account Service Specialist to join our team at Upgrade, Inc. As a key member of our Customer Service organization, you will be responsible for delivering top-notch customer service through phone calls, emails, chats, and text messages. Your primary goal will be to provide superior customer care, consistently exceeding customer expectations by finding the best solutions for any problem. You will be an expert on all applicable tools and systems, and will be responsible for identifying areas of opportunity for optimizing results and improving customer satisfaction.

Responsibilities:

  • Provide prompt, courteous, and professional answering of calls, emails, chats, and SMS/text messages
  • Aim to consistently exceed customer expectations by finding the best solutions for any problem
  • Provide thorough and accurate documentation to customer accounts across our communication channels
  • Identify areas of opportunity for optimizing results and improve customer satisfaction
  • Become an expert on all applicable tools and systems
  • Service accounts by investigating problems and finding resolutions to help overcome customer objections about payments while working towards solutions that best fit their needs
  • Build and maintain collaborative relationships with all team members
  • Meet and/or exceed production, quality, and customer service goals
  • Be an expert on our products and processes
  • Adapt to changing policies and procedures on a constant basis while maintaining high quality to your work

Requirements:

  • Bachelor's or Associate's degree preferred
  • 1+ years experience in customer support or customer retention role, with extensive experience in phone and email communication
  • 6+ months of high volume call center experience required
  • Financial services and travel industry experience preferred
  • Strong attention to detail
  • Excellent verbal and written communication skills
  • Strong problem solving and analytical skills
  • Team player seeking a fast-paced and challenging environment
  • Ability to thrive in a fast-paced, changing environment
  • Demonstrated ability to multi-task and work in a fast-paced environment
  • Proficient in Microsoft, Cloud based products and Google apps

What We Offer:

  • Great open office space
  • Paid time off (PTO)
  • 401K matching
  • Comprehensive benefits package: Medical, dental, vision, life insurance & disability
  • Conveniently located in the heart of Downtown Phoenix close to light rail and public transportation
  • Paid parking or platinum pass
  • New Hire Training Program
  • Wellness Incentive Program
  • Kitchen fully stocked with snacks and beverage


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