Customer Service/ Flex Pay

Position Overview

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.

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. You will exclusively represent Flex Pay, collaborating with Upgrade's top-notch Customer Service organization to create delightful experiences and constantly improve. You are expected to go the extra mile for customers while upholding our values and standards.

Salary: $21.00/ hour

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

Key Responsibilities

• 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 all communication channels.
• Identify opportunities to optimize results and improve customer satisfaction.
• Become an expert on all applicable tools and systems.
• Investigate account issues and resolve customer payment objections by finding solutions that best fit their needs.
• Build and maintain collaborative relationships with team members.
• Meet and/or exceed production, quality, and customer service goals.
• Remain adaptable to changing policies and procedures while maintaining high quality work.

Required Qualifications

• Education: Bachelor's or Associate's degree preferred
• Experience Required: 1+ years experience in customer support or customer retention roles, 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 with excellent verbal and written communication skills
• Strong problem solving and analytical skills
• Ability to multi-task and thrive in a fast-paced, changing environment
• Proficient in Microsoft applications, cloud-based products, and Google apps

Preferred Qualifications

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

Benefits & Perks

• 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 beverages