Customer Service Representative, Flex Pay (French/English)

Upgrade is seeking a Customer Service Representative to support their Flex Pay product. The Customer Service Representative will be responsible for providing excellent customer service through various channels, including phone, email, chat, and SMS. The ideal candidate will be dedicated to exceeding customer expectations and finding the best solutions for their needs. They will collaborate with Upgrade's Customer Service organization to create delightful experiences and constantly improve.

Role involves:

• Providing superior customer care through various communication channels.
• Exceeding customer expectations by finding the best solutions.
• Documenting customer accounts accurately.
• 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.

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.
• Financial services and travel industry experience preferred.
• Strong attention to detail.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical skills.
• Ability to thrive in a fast-paced, changing environment.
• Proficiency in Microsoft, Cloud based products and Google apps.
• Proficiency in both English and French.

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.
• Paid parking or platinum pass.
• New Hire Training Program.
• Wellness Incentive Program.
• Kitchen fully stocked with snacks and beverages.