Merchant Support Specialist

Upgrade • Phoenix, AZ

1d • Onsite

About The Position

What’s unique about this role is that you’ll be joining the Home Improvement team at the ground floor. If you’ve ever dreamed of working at an early stage start-up, this role will allow you to contribute well beyond the scope of a normal support role, and to have a hands-on opportunity to help create a business from the ground floor. This is an in-office role. Starting Pay: $24.00/Hour

Requirements

• Proven support experience in a call center environment.
• Strong verbal and written communication skills, with the ability to explain technical concepts in an understandable manner.
• Exceptional problem-solving skills and the ability to remain calm under pressure.
• Strong collaborator with cross-functional teams to succeed in managing projects
• Adaptability - you understand that change is constant, and you embrace it. You’re agile and resilient. You move quickly and encourage continued improvement
• Empathetic and patient attitude towards customers, ensuring a positive interaction experience.
• Strong work ethic and desire to exceed expectations
• English is required for all positions, as it involves interacting with staff at Upgrade's offices worldwide.

Responsibilities

• Handle inbound and outbound calls from contractors and consumers, addressing inquiries related to product troubleshooting, login issues, and general assistance.
• Evaluate loan applications and make well-informed decisions based on established guidelines and criteria.
• Provide comprehensive customer support by understanding and effectively resolving issues, ensuring a positive experience for all customers.
• Guide and assist merchants through the onboarding process onto our platform, offering step-by-step guidance and addressing any concerns they may have.
• Execute various call campaigns to engage with contractors and consumers, promoting new features, updates, or special offers as required.
• Utilize Zendesk to promptly respond to customer inquiries received via email, maintaining a high standard of written communication and issue resolution.
• Collaborate with cross-functional teams including product development, sales, and marketing to escalate and resolve complex issues, and provide insights into customer feedback.
• Continuously strive to enhance customer satisfaction by actively seeking ways to improve processes, address pain points, and contribute to the growth of the support team.

Benefits

• 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 beverages

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed