Customer Service Representative, Flex Pay

Upgrade is seeking a Customer Service Representative for its Flex Pay buy now pay later travel product. The role involves delivering excellent customer service through various channels and collaborating with Upgrade's Customer Service organization.

The Customer Service Representative will exclusively represent Flex Pay, contributing to delightful customer experiences and continuous improvement. They will be part of a team that consistently raises the bar in the finance industry.

What this role involves:

• Providing superior customer care through calls, emails, chats, and SMS/text messages.
• Exceeding customer expectations by finding the best solutions.
• Providing thorough and accurate documentation to customer accounts.
• Identifying areas for optimizing results and improving customer satisfaction.
• Becoming an expert on all applicable tools and systems.
• Servicing accounts by investigating problems and finding resolutions.
• Building and maintaining collaborative relationships with team members.
• Meeting and/or exceeding production, quality, and customer service goals.
• Adapting to changing policies and procedures while maintaining high quality work.

Requirements:

• Bachelor's or Associate's degree preferred.
• 1+ years experience in customer support or customer retention.
• 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.

What Upgrade offers:

• 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