Customer Service Representative, Flex Pay

Back to jobs New Customer Service Representative, Flex Pay Phoenix Apply 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 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. 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 Position Details: Full-Time: (40hrs/Week) Start Date: June, 23, 2025 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) 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 #LI-Onsite For California residents: Upgrade's California Notice at Collection and Privacy Policy describes our practices regarding the collection, use, and disclosure of the personal information of job applicants. 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. Upgrade does not accept unsolicited resumes from staffing agencies, search firms, or any third parties. Any resume submitted to any employee of Upgrade without a prior written agreement in place will be considered the property of Upgrade, and Upgrade will not be obligated to pay any referral or placement fee. Agencies must obtain advance written approval from Upgrade's Talent Acquisition department to submit resumes and only in conjunction with a valid, fully executed agreement . Create a Job Alert Interested in building your career at Upgrade? Get future opportunities sent straight to your email. Create alert Apply for this job * indicates a required field Autofill with Greenhouse First Name * Last Name * Email * Phone * Resume/CV * Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf Cover Letter Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf LinkedIn Profile Website Do you currently or have you ever worked for Upgrade? * Select... This role will be in person at our Phoenix Servicing Center in Downtown Phoenix. Are comfortable working on-site full-time? Select... Do you currently have an Upgrade account? * Select... Would you like us to contact you via text message with updates about your applications, including interview reminders? If you select yes, we are authorized to text you at the number provided. Message and data rates may apply. See Terms and Conditions of SMS. * Select... See Terms and Conditions of SMS. 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