Customer Service Representative I - KS

Upper Lake Processing Services; Lenexa, Northern (KS, KY); Hybrid; USD 32,000 - 45,000; Full time

Benefits offered by this job

Monthly performance bonus

401(k) with 4% match

Training & development opportunities

Job summary

Upper Lake Processing Services in Lenexa, KS is seeking a Customer Service Representative to manage omni-channel interactions, including phone, chat, and outbound communications, delivering a seamless experience for customers.

You will handle high-volume inquiries, assist with loan applications, and maintain accurate records while meeting performance metrics. Training is provided, with competitive pay, monthly bonuses, and a 401(k) plan with a 4% match.

Qualifications

• High school diploma or GED and at least 6 months of customer-facing experience.
• Ability to pass pre-employment assessment evaluating attention to detail and call center aptitude.
• Must be eligible to work in the United States without visa sponsorship.
• Background check and drug screening required.
• Excellent written and oral communication skills.
• Willingness to work 8+ hour shifts at a call center.

Responsibilities

• Handle high-volume inbound and outbound customer interactions.
• Serve as first contact for inquiries and issues, with professional empathy.
• De-escalate dissatisfied customers and provide solutions.
• Collect on delinquent accounts and arrange payment plans.
• Guide customers through troubleshooting and product navigation.
• Update and maintain detailed records of interactions.
• Meet or exceed performance metrics.
• Adhere to company policies and protect brand image.
• Collaborate with teams to improve service.

Skills

Attention to detail

Call center aptitude

Customer service skills

Active listening

Written and verbal communication

Professional and friendly attitude

Software navigation

Multitasking

Adaptability

Work authorization (US)

Education

High school diploma or GED

6 months customer service experience

Job description

Description

Upper Lake Processing Services (ULPS) is a call center operation wholly owned and operated by the Habematolel Pomo of Upper Lake, a federally recognized Native American tribe located in Northern California. Our talented team provides call center support services to the Tribe’s online lending operations. The Tribe is an industry leader that currently provides safe online personal loans that help people meet unexpected emergencies and cash-flow needs quickly and easily. Our talented team serves a critical role as the voice to the customer by providing world-class customer service to new and returning customers.

The ULPS team operates out of the company’s call center locations in Upper Lake, CA and Lenexa, KS. Employees receive training, competitive pay and benefits, monthly performance bonuses and 401(k) with a 4% match! The call center team is customer-focused, forward-thinking, passionate and moves fast! Are you ready to grow with us?

Purpose of the Position

As the primary point of customer contact for the organization, the Customer Service Representative drives business growth and customer retention by managing omni-channel interactions. This role handles inbound and outbound sales and service inquiries across phone, chat and outbound communications delivering a seamless experience for both prospective and existing customers.

Key Responsibilities

• Handle high-volume inbound and outbound customer interactions.
• Serve as the initial point of contact for customer inquiries and issues, responding professionally and empathetically.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Collect on delinquent accounts, setting up payment plans or resolving debt issues.
• Guide customers through troubleshooting, navigating the company site(s) or using the company’s products or services.
• Follow up on customer inquiries when necessary.
• Process and review customer loan applications following all approved company policy and procedures.
• Accurately update, log, and maintain detailed account records of all customer interactions in applicable systems.
• Follow all communication procedures, guidelines and policies while maintaining a positive brand image for the company.
• Maintain up-to-date knowledge of company products, policies, and procedures.
• Meet or exceed company performance metrics.
• All other duties as assigned.

Requirements

Education and Experience

Required:

• High school diploma, GED, or a minimum equivalent of 6 months of work experience working with a customer before, during and after a purchase.
• Ability to successfully complete pre-employment skill assessment to evaluate the following areas:
• Attention to detail.
• Call center aptitude.
• Customer service skills.
• Applicants for this position must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Habemco (e.g., H1-B visa, F-1 visa (STEM/OPT), TN visa.)
• All offers are contingent upon (1) signing a confidentiality agreement; and satisfactory completion of (2) a drug screen and (3) a background check which may include credit. The Company retains the right to periodically administer drug and background checks on an ongoing basis. Employer observes federal standards for controlled substances.

Preferred:

• Previous customer service experience, preferably in a call center environment.

Skills & Abilities

• Prior outbound call experience preferred but not required.
• Previous short-term consumer loan experience preferred but not required.
• Must be able to communicate effectively both written and orally.
• Active listening skills.
• Must possess a professional and friendly attitude.
• Ability to learn and navigate new software quickly.
• Ability to sit for 8+ hours per day while simultaneously operating a computer and communicating through a headset.
• Strong work ethic and ability to effectively manage multiple tasks and adapt to change within a fast-paced business environment.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.