Collections Specialist — Fast-Paced, Impactful Team Role

Upgrade; Phoenix (AZ); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

PTO

401K matching

Medical, dental and vision insurance

Downtown Phoenix location

Paid parking

New Hire Training Program

Wellness Incentive Program

Job summary

Upgrade is hiring a Collections Specialist in Phoenix to engage customers by phone and email, handling account status queries and payments while supporting the floor on elevated tasks. The role starts October 12, 2026, with a starting pay of $22.00 per hour plus bonus potential.

The position requires excellent communication, multitasking, and a proactive approach to coaching and process improvements within a fast-paced environment.

Qualifications

• Excellent written and verbal communication skills.
• Ability to multi-task in a fast-paced environment.
• Analytical and problem-solving abilities.
• Prior collections experience is required.

Responsibilities

• Answer incoming calls and emails regarding billing issues and service questions.
• Contribute to training and development by assessing new hire performance and setting expectations.
• Share knowledge to improve team performance and reinforce best practices.
• Provide real-time coaching to agents and maintain quality assurance results.
• Help set and maintain floor goals and assist supervisors with elevated tasks.
• Contribute to Upgrade’s positive work environment.
• Resolve customer escalations by building rapport and finding creative solutions.

Skills

Communication

Multitasking

Analytical skills

Collections experience

Job description

Upgrade is hiring a Collections Specialist in Phoenix to engage customers by phone and email, handling account status queries and payments while supporting the floor on elevated tasks. The role starts October 12, 2026, with a starting pay of $22.00 per hour plus bonus potential.

The position requires excellent communication, multitasking, and a proactive approach to coaching and process improvements within a fast-paced environment.