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Account Servicing Representative

4 weeks ago

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

Upgrade, Inc. is a leading fintech company that provides innovative financial solutions to everyday consumers. With a strong focus on affordability and responsibility, we have delivered over $31 billion in credit to our 5 million customers. Our company has been recognized as one of the fastest-growing companies in the Americas and has received numerous awards for its commitment to diversity, women, culture, and veterans.

Job Summary

We are seeking a highly skilled Customer Service Representative to join our team. As a key member of our customer support team, you will be responsible for delivering exceptional customer experiences through phone calls, emails, chats, and text messages. You will work closely with our top-notch customer service organization to create delightful experiences and continuously improve our services.

Key Responsibilities
  • Provide superior customer care through 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, and 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 beverages.