Customer Service Representative, Flex Pay

Position Overview

Upgrade, Inc. is a leading financial technology company focused on improving customers' financial well-being with innovative products. The Customer Service Representative for the Flex Pay product will provide exceptional customer service through various communication channels, aiming to exceed customer expectations and improve satisfaction. Upgrade helps customers move in the right direction with affordable and responsible financial products. Founded in 2016, the company is headquartered in San Francisco, California, USA and employs between 1,001 and 5,000 people. Upgrade, Inc. has a history of offering H1B sponsorship, although this role does not guarantee sponsorship.

Location: San Francisco, California, USA

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 improving 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 in your work.

Required Qualifications

• 6+ months of high volume call center experience required
• 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
• 1+ years experience in customer support or customer retention role, with extensive experience in phone and email communication

Preferred Qualifications

• Bachelor's or Associate's degree preferred
• Financial services and travel industry experience preferred
• Experience in Hospitality/Travel, Finance/Lending, or eCommerce is a plus

Benefits & Perks

• Paid time off (PTO)
• Competitive 401(k) program
• Comprehensive benefits package: Medical, dental, vision, life insurance & disability
• Paid parking or platinum pass
• New Hire Training Program
• Wellness Incentive Program
• Kitchen fully stocked with snacks and beverage