Customer Service Representative, Flex Pay Buy Now Pay Later Travel Product

3 weeks ago

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

About Upgrade, Inc.

Upgrade, Inc. is a fintech company that provides affordable and responsible credit, mobile banking, and payment products to everyday consumers. As a leader in the industry, we strive to deliver exceptional customer experiences through our innovative products and services. Our team is passionate about empowering individuals to achieve financial stability and success.

As a Customer Service Representative for our Flex Pay buy now pay later travel product, you will play a critical role in ensuring our customers receive top-notch support and guidance. You will be responsible for delivering prompt, courteous, and professional assistance to customers through phone calls, emails, chats, and text messages. Your goal will be to consistently exceed customer expectations by finding the best solutions for any problem, while upholding our company's values and standards.

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 & 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


We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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