Customer Service Outreach Representative

Customer Support

Reno, NV

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Description

Uplift Pay Monthly was founded by a passionate team of travel industry veterans to make travel more accessible, affordable, and rewarding for everyone. By offering simple, flexible payments, Uplift helps travelers book early while prices are low, and pay for their trip over time. Uplift is a well-financed Series C startup serving the $1.4 Trillion consumer travel segment.

Uplift partners with top travel brands such as the vacations sites of United, American, Southwest, cruise lines such as Carnival, theme parks such as Universal, and many more. Learn more at www.uplift.com.

As an outbound customer service representative, this role will work with Uplift’s established customer base. Responsibilities include contacting customers who have inquiries or concerns related to their account, experience with taking payments, and reporting on trends and system enhancements.  Off-phone tasks include entering customer information into a CRM system, preparing and sending documentation to team members, and processing other administrative functions as it pertains to customer accounts.  This job role is facilitated through inbound and outbound phone calls, emails, and possibly online chat requests. Individuals in this role should be natural problem-solvers with excellent customer service skills and a focus on prompt, efficient, and courteous service.

Responsibilities

  • Manage high volume of outbound calls and other communication methods in a timely manner with customers
  • Ability to adhere to required scripting and disclosures for necessary account topics and scenarios when communicating with customers. 
  • Skills to anticipate customer’s needs by being resourceful and utilizing critical thinking skills
  • Ability to build and maintain a supportive, friendly rapport with all customers by clarifying the customer’s needs, engaged with the customer and taking all opportunities to exceed customers’ expectations. 
  • Provide accurate information and solutions or alternatives  to customers by clarifying information, researching all aspects of communication history and account. 
  • Keep records of all conversations in our call center database by maintaining expectations of documentation standards. 
  • Meet personal/team targets both fixed and moving
  • Meet expectations of maintaining a 98% or above for Monthly Quality Auditing
  • Meet expectations of maintaining set metrics for call performance, including daily call average, talk time, average call wrap time
  • Make recommendations to management/leader in regard to loans needing additional attention or trends occurring  
  • Exceptional organizational skills and attention to detail 
  • Strong work ethic and pride in work product 
  • Intermediate Excel skills and general computer literacy 
  • Aptitude for working independently while maintaining a team first mentality 
  • Ability to work under tight deadlines and exhibit self control and calmness under pressure
  • Strength in efficiently handling projects as needed
  • Perform other assigned tasks and duties necessary to support the Customer Service Department

Requirements

  • 3-5 years of customer service experience in a professional/office environment
  • 6+ months of experience as a Customer Service Representative 
  • Travel industry knowledge is a plus
  • Experience working in a very fast paced environment with strong multi-tasking required
  • High attention to detail is a must, including minimal or no transaction errors
  • Professional, helpful, and friendly attitude coupled with the ability to listen, teach, and elicit information efficiently
  • Excellent customer relations skills as a problem solver with an interest in resolving customer issues
  • Ability to work independently and efficiently with a track record of exceptional attendance and phone etiquette
  • Excellent writing, email, phone and organization skills, including strong verbal communication and computer skills
  • 5 day work week with possible early morning, evening, and weekend schedule
  • Familiarity with CRM systems and practices
  • Trustworthy, self motivated and proactive
  • Comfortable working in a startup culture with the ability to earn trust

Benefits

  • Company will provide either a MacBook or Windows laptop
  • 10 company paid holidays and 3 weeks PTO
  • Medical and dental insurance, vision reimbursement program
  • 401K Plan
  • Gym Reimbursement
  • Commuter benefits program
Uplift is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

Note: Uplift does not accept agency resumes. Please do not forward resumes to any recruiting alias or employee. Uplift is not responsible for any fees related to unsolicited resumes.
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