Email Specialist, Online Support

Upgrade, Inc.; Phoenix (AZ); On-site; USD 26,139 - 37,229; Full time

Benefits offered by this job

Paid time off (PTO)

401K matching

Wellness Incentive Program

Job summary

A financial services company in Phoenix seeks a Customer Service Representative to provide exceptional support to clients. Applicants should have over a year of experience in banking or financial services, with strong communication and problem-solving skills. The role requires multitasking in a fast-paced environment and proficiency in relevant tools. This position offers competitive pay and a supportive work environment.

Qualifications

• 1+ years of experience in banking, financial services, or a related industry.
• Strong grammar and punctuation skills.
• Ability to identify process improvements.

Responsibilities

• Provide world-class customer service via email.
• Be an expert on product and processes.
• Meet or exceed production, quality, and customer service goals.

Skills

Detail-oriented

Excellent verbal and written communication skills

Problem-solving skills

Ability to multitask

Education

BA/BS or higher in a related field

Tools

Excel

Word

Outlook

Zendesk

Job description

Overview

Upgrade helps customers move in the right direction with affordable and responsible financial products. Since 2017, we’ve helped over 7 million customers access over $40 billion in consumer credit. With a relentless focus on improving our customers' financial well-being, we build products that put more money in their pocket and support their journey toward a better financial future. We’re backed by some of the most prominent technology investors and were most recently valued at $6.3B.

We’re consistently recognized for our collaborative and inclusive culture. We’re looking for new team members who get excited about designing and delivering new and better products. Come join us and help build a better financial future for millions of people.

About the Role

What you’ll do:

• Provide world-class customer service via email to a team of 500+ professionals
• Be an expert on our product and processes
• Adopt changing policy and procedures while maintaining high-quality work
• Deliver exceptional external and internal customer service with a customer-focused mindset
• Meet or exceed production, quality, and customer service goals
• Maintain punctual and consistent attendance; available for overtime, holidays, or weekend hours as needed
• Perform other related duties as needed

Hiring Details

• Shift: Saturday - Tuesday (6:00am - 5:00pm)
• Pay: $23.00

What We Look For

• 1+ years of experience in banking, financial services, or a related industry
• Account Servicing Guru; Team player
• Detail-oriented
• Excellent verbal and written communication skills; strong grammar and punctuation
• Ability to identify process improvements and make recommendations
• Ability to multitask in a fast-paced environment
• Strong problem-solving and analytical skills
• Proficiency with Excel, Word, and Outlook; familiarity with Slack or similar tools
• Previous chat experience is a plus

Nice to Have

• BA/BS or higher in a related field
• Knowledge of Zendesk or other CRM applications

What We Offer

• Great open office space
• Paid time off (PTO)
• 401K matching
• Conveniently located in Downtown Phoenix near public transit
• Paid parking or platinum pass
• New Hire Training Program
• Wellness Incentive Program
• Fully stocked kitchen

Equal Employment Opportunity 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 or third parties. Agencies must obtain advance written approval to submit resumes.

Legal

English is required for all positions, as it involves interacting with staff at Upgrade's offices worldwide.