Merchant Support Specialist

About the Role: We are seeking a self-motivated and hardworking Merchant Support Specialist to join our dynamic team. This role plays a crucial part in assisting our sales team by managing high call volumes and handling both inbound and outbound calls from contractors and consumers. You will address inquiries related to product troubleshooting, login issues, and general assistance, providing a professional and efficient support experience. Position Details: • Pay: $24.00/ hour • Start Date : November , 30th What You'll Do: • Make informed decisions on loan applications based on established guidelines and criteria, demonstrating a keen attention to detail and responsibility. • Deliver exceptional customer service by understanding and resolving issues promptly, ensuring a positive experience for every customer interaction. • Guide and assist merchants through our platform's onboarding process, offering step-by-step support and addressing any concerns they may have. • Execute various call campaigns with a focus on engaging contractors and consumers, effectively promoting new features, updates, or special offers in a high-volume environment. • Respond to customer inquiries received via email with professionalism, maintaining high standards in written communication and swift issue resolution. • Work closely with product development, sales, and marketing teams to escalate complex issues and provide valuable insights based on customer feedback. • Actively seek ways to enhance customer satisfaction, address pain points, and contribute to the growth and improvement of the support team. What We Look For: • Proven experience in a call center environment, demonstrating success in managing high call volumes. • Strong verbal and written communication skills, with the ability to explain technical concepts clearly and professionally. • Exceptional problem-solving skills and the ability to remain calm and composed under pressure. • A collaborative spirit, thriving when working with cross-functional teams to achieve success. • Adaptability and resilience in a changing environment, with a willingness to embrace challenges and drive improvement. • An empathetic and patient attitude towards customers, ensuring every interaction is positive and supportive. • A strong work ethic and a desire to exceed expectations consistently. What We Offer You: • Great open office space • Paid time off (PTO) • 401K matching • Medical, dental and vision insurance with employer paid options • 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 beverage #LI-Onsite For California residents: Upgrade's California Notice at Collection and Privacy Policy describes our practices regarding the collection, use, and disclosure of the personal information of job applicants. Environmental & Working Conditions Work is performed indoors in a fast-paced environment that requires the ability to manage multiple priorities and meet established workflows, schedules, and service expectations. Employees regularly input, retrieve, and exchange information accurately using digital systems and applications to support operational and customer service objectives. The role requires the ability to receive and exchange information with customers, peers, supervisors, and cross-functional partners through available communication channels, which may include meetings, email, phone, and digital collaboration tools, and may involve real-time, verbal, or in-person exchanges depending on business need. Job duties may involve managing a high volume of inbound and/or outbound customer interactions