Merchant Support Specialist

The role

This person will assist the sales team by managing high call volumes and handling inbound and outbound calls from contractors and consumers. They will address product troubleshooting, login issues, and general assistance while guiding merchants through the onboarding process.

What you will do

• Make informed decisions on loan applications based on established guidelines and criteria.
• Deliver exceptional customer service by resolving issues promptly.
• Guide and assist merchants through the platform's onboarding process.
• Execute various call campaigns to engage contractors and consumers.
• Respond to customer inquiries received via email.
• Work with product development, sales, and marketing teams to escalate complex issues.
• Seek ways to enhance customer satisfaction and address pain points.

Required qualifications

• Proven experience in a call center environment.
• Strong verbal and written communication skills.
• Exceptional problem-solving skills.
• Ability to remain calm and composed under pressure.
• Collaborative spirit.
• Adaptability and resilience in a changing environment.
• Empathetic and patient attitude towards customers.
• Strong work ethic.

Benefits

• Great open office space
• Paid time off (PTO)
• 401K matching
• Medical, dental and vision insurance with employer paid options
• Paid parking or platinum pass
• New Hire Training Program
• Wellness Incentive Program
• Kitchen fully stocked with snacks and beverage

About the company

Upgrade is an equal opportunity employer.