Customer Service Representative, Flex Pay

Upgrade is a fintech company that provides affordable and responsible credit, mobile banking, and payment products to everyday consumers. We were the fastest growing company in the Americas last year according to the Financial Times and Upgrade Card was the fastest growing credit card in America two years in a row. We have delivered over $33 billion in affordable and responsible credit to our 5.5M customers. The company is backed by some of the most prominent technology investors and was recently valued at $6.3B.

We have built an energizing, collaborative and inclusive culture where team members help each other, learn and innovate to move the company and its customers in the right direction, and own the outcome of their efforts.

Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, “Top Companies to work for in Arizona” and one of the "Best Engineering Department" awarded annually by Comparably. We've also received recognition for being a best company for Diversity, Women, Culture, and Veterans.

We are looking for new team members who get excited about designing and delivering new and better products to join a team of 1850 talented and dedicated professionals. Come work with us if you like to tackle big problems and make a meaningful difference in people's lives.

About the Role:

As an Account Service Specialist 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

Schedule Details:

• Full-Time (40hrs/Week)
  
  • Monday - Friday  10:00am - 7:00pm 
    
    • During Daylight Savings: 11:00 AM - 8:00 PM

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)
• 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

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We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.