Customer Service Advisor, Card Payment - Start Date 1/5/26

As a Customer Service Advisor, Card Payment at Upgrade, you will provide best-in-class service to customers via phone and email, addressing account status, payments, and other concerns. You will interact with customers, document interactions, identify optimization opportunities, and contribute to training. The role involves investigating problems, finding resolutions, and creating positive customer experiences while maintaining high quality assurance.

Must Have

• Interact with customers to answer questions, provide assistance, and process requests by phone and email
• Answer incoming customer calls regarding billing issues, service questions and general concerns
• Provide thorough and accurate documentation to customer accounts across communication channels
• Identify areas of opportunity for optimizing results and improve customer satisfaction
• Contribute to the improvement of training and development on a daily basis
• Service accounts by investigating problems and finding resolutions to help overcome customer objections about payments
• Create a positive customer experience
• Maintain superior quality assurance results
• Come to work with a positive outlook
• 2+ years of customer service experience required
• High School Diploma or equivalent required

Good to Have

• 1+ years of experience in loan servicing and/or payment processing
• Bachelor's or Associate's degree preferred
• Working knowledge and experience with FDCPA and FCRA regulations
• Excellent written and verbal communication
• Strong analytical and problem solving skills
• Demonstrated ability to multi-task and work in a fast-paced environment
• Flexibility and ability to adapt to business needs
• Capability of gaining customer loyalty through listening, relationship building, professionalism, and persuasive communication skills
• Team oriented mindset
• Proficient in Microsoft Cloud based products and Google Workplace

Perks & Benefits

• 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 beverages

About the Role:

As a Customer Service Advisor, Card Payment you will engage with our customers by phone and email providing the best in class service related to current status of accounts, payments and other concerns. You will be encouraged to collaborate with management and team members to accurately and efficiently assist our customers.

Pay: $21.00/hour

• Shift Availability:
• Monday - Friday: 6:00am - 3:00pm
• Monday - Friday: 9:00am - 6:00pm

What You’ll Do:

• Interact with customers to answer questions, provide assistance, and process requests by phone and email
• Answer incoming customer calls regarding billing issues, service questions and general concerns
• Provide thorough and accurate documentation to customer accounts across our communication channels
• Identify areas of opportunity for optimizing results and improve customer satisfaction
• Contribute to the improvement of training and development on a daily basis
• Service accounts by investigating problems and finding resolutions to help overcome customer objections about payments while working towards solutions that best fit their needs
• Create a positive customer experience #customerserviceninja
• Maintain superior quality assurance results
• Come to work with a positive outlook contributing to Upgrade’s already enjoyable environment

Nice to Have:

• 2+ years of customer service experience required
• 1+ years of experience in loan servicing and/or payment processing
• High School Diploma or equivalent required, Bachelor's or Associate's degree preferred
• Working knowledge and experience with FDCPA and FCRA regulations
• Excellent written and verbal communication
• Strong analytical and problem solving skills
• Demonstrated ability to multi-task and work in a fast-paced environment
• Flexibility and ability to adapt to business needs
• Capability of gaining customer loyalty through listening, relationship building, professionalism, and persuasive communication skills
• Team oriented mindset #goteam
• Proficient in Microsoft Cloud based products and Google Workplace

What We Offer You:

• 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 beverages