Customer Service Representative

Upgrade is seeking a Customer Service Representative to join their team in Phoenix. The ideal candidate will be detail-oriented and passionate about providing excellent customer service. This role involves assisting customers with the loan application process, answering product questions, and providing technical assistance.

The Customer Service Representative will be responsible for providing a best-in-class experience to Upgrade's customers.

What this role involves:

• Providing excellent customer service through inbound and outbound calls (100+ calls per day)
• Answering calls in Customer Service, Application by Phone, and Verifications departments
• Becoming an expert on Upgrade's products and processes
• Adapting to changing policies and procedures while maintaining high work quality
• Reviewing financial documents submitted by borrowers
• Verifying and calculating customer income
• Detecting suspicious and fraudulent loan applications
• Meeting or exceeding production, quality, and customer service goals

Requirements:

• 1+ years of customer service experience
• 6+ months of high-volume call center experience
• High school diploma or equivalent
• Team-oriented mindset
• Attention to detail
• Excellent verbal and written communication skills
• Ability to multitask
• Strong problem-solving and analytical skills
• Ability to thrive in a fast-paced environment
• Proficiency with Excel, Word, and Outlook
• Reliability and a people-oriented approach

What Upgrade offers:

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