Customer Service, Flex Pay

As a Customer Service Representative for the Flex Pay travel product, you will provide top-notch customer service via phone, email, chat, and text. This role requires going the extra mile for customers, upholding company values, and collaborating with Upgrade's Customer Service organization to create delightful experiences. You will be part of a team dedicated to improving customer financial well-being and raising industry standards.

Must Have

• Deliver superior customer care via phone, email, chat, and text.
• Consistently exceed customer expectations by finding optimal solutions.
• Provide thorough and accurate documentation for customer accounts.
• Investigate problems and resolve customer objections regarding payments.
• Meet production, quality, and customer service goals.
• 1+ years experience in customer support or retention.
• Extensive experience in phone and email communication.
• 6+ months of high-volume call center experience.
• Strong attention to detail.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical skills.
• Proficiency in Microsoft, Cloud-based products, and Google apps.

Good to Have

• Bachelor's or Associate's degree.
• Experience in financial services or travel industry.
• Experience in Hospitality/Travel, Finance/Lending, or eCommerce.

Perks & Benefits

• Open office space
• Paid time off (PTO)
• Competitive 401(k) program
• Comprehensive benefits package (Medical, dental, vision, life insurance, disability)
• Convenient downtown Phoenix location (near light rail/public transportation)
• Paid parking or platinum pass
• New Hire Training Program
• Wellness Incentive Program
• Fully stocked kitchen with snacks and beverages

Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we’ve helped over 7.5 million customers access over $42 billion in consumer credit. With a relentless focus on improving our customers' financial well-being, we build products that put more money in their pocket and support their journey toward a better financial future. We’re backed by some of the most prominent technology investors and were most recently valued at $7.3B.

We’re consistently recognized for our collaborative and inclusive culture. Most recently, we were named one of the World’s Top Fintech Companies by CNBC, Best Places to Work by Built In, Best Places to Work by the San Francisco Business Times, America’s Greatest Workplaces by Newsweek, Best Startup Employer by Forbes, and Healthiest Employers by Phoenix Business Journal.

We’re looking for new team members who get excited about designing and delivering new and better products. Come join us and help build a better financial future for millions of people.

About the Role:

As a Customer Service Representative working for the Flex Pay buy now pay later travel product, you will deliver top-notch customer service through phone calls, emails, chats, and text messages. We are looking for applicants who will go the extra mile for customers and uphold our values and standards. You will exclusively represent Flex Pay, collaborating with Upgrade's top-notch Customer Service organization to create delightful experiences and constantly improve. They are part of a top-notch team continuously raising the bar in the finance industry.

Pay: $21.00/ hour

Position Details:

• Full-Time: (40hrs/Week)
• Start Date: Monday, January 5th

What You’ll Do:

• 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

What We Look For:

• 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

Nice to Have:

• Experience in Hospitality/Travel, Finance/Lending, or eCommerce is a plus

What We Offer You:

• Great open office space
• Paid time off (PTO)
• Competitive 401(k) program
• 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