Customer Service Representative, Uplift

| Phoenix – Mesa – Scottsdale, AZ | Hybrid
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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 $25 billion in affordable and responsible credit to our 2.7M 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 1600 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 Uplift 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 Uplift, 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)
  •     Schedule: Day Shift, Varies (may include weekends and/or Holidays)


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:

  • Proficiency in both English and French or English and Spanish
  • 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

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.

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Technology we use

  • Engineering
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An Insider's view of Upgrade, Inc.

How do you collaborate with other teams in the company?

I'm surrounded by so many smart, humble and passionate people, where I can learn and grow from everyday. With culture where everyone’s voice is valued and heard, this makes for a very collaborative and thriving workplace where you can grow. It is very empowering and it truly feels like we can achieve anything we, as a team, set our minds toward.

Nelson Lobo

Software Engineer

What are some things you learned at the company?

Since I started at Upgrade, I have been exposed to new technologies for test automation, infrastructure and code coverage, to name a few. I had some challenges in making our test framework more efficient and faster. This is another aspect of Upgrade that I love: there are always different projects to work on which means new learning opportunities.

Seti Momayez

QA Developer

What are Upgrade, Inc. Perks + Benefits

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
In-person all-hands meetings
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Diversity employee resource groups
Health Insurance & Wellness Benefits
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Abortion travel benefits
Financial & Retirement
401(K)
401(K) matching
Upgrade offers up to 4% match after 90 days of employment.
Company equity
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Generous PTO
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Hardship benefits
Office Perks
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Relocation assistance
Fitness stipend
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend

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