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Customer Service Representative, Flex Pay

1 month ago

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

Upgrade, Inc. is seeking a highly skilled and customer-focused Account Service Specialist to join our team in Downtown Phoenix. As a key member of our Customer Service organization, you will be responsible for delivering exceptional customer experiences through phone calls, emails, chats, and text messages.

Key Responsibilities
  • Provide top-notch 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