Collections Specialist

About the Role: As a Collections Specialist, you will engage with our customers by phone and email providing the best‑in‑class service related to the status of accounts, payments and other concerns, while simultaneously supporting the rest of the floor in elevated tasks. You will be encouraged to collaborate with management and team members to accurately and efficiently assist our customers. Starting Pay: $22.00 Start Date: August 17, 2026 What You’ll Do: When needed, answer incoming customer calls and emails regarding billing issues, service questions and general concerns Be a daily key contributor to improving training and development by assessing new hire performance and setting expectations Share your wealth of knowledge with the rest of the floor to improve team performance and reinforce best practices Reinforce superior quality assurance results and provide real‑time coaching for the agents Help set and maintain goals for the floor Assist supervisors with elevated tasks Come to work with a positive outlook contributing to Upgrade’s already enjoyable environment Work to resolve customer escalations by building rapport and finding creative solutions What We Look For: Willingness to go above and beyond for the team Excellent written and verbal communication combined with analytical and problem‑solving skills Demonstrated ability to multi‑task and work in a fast‑paced environment Flexibility and ability to adapt to business needs Capability of gaining customer loyalty through listening, relationship building and professional and persuasive communication skills Prior collections experience is required 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 beverages 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. Job duties may involve managing a high volume of inbound and/or outbound customer interactions and work activities using telecommunications and computer systems. The role requires the ability to read, analyze, and interpret information displayed on computer screens and remain in a working posture for extended periods, consistent with the demands of the position. Work may be performed in a contact center, office, or remote environment, depending on business needs and the nature of the role. Onsite work environments may include shared workspaces, standard office lighting, and moderate background noise typical of customer service or operational settings. Employees working remotely are responsible for maintaining a secure and productive workspace with reliable internet connectivity that supports company systems and safeguards the confidentiality of company and customer information. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position in accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws. 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. 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. Upgrade does not accept unsolicited resumes from staffing agencies, search firms, or any third parties. Any resume submitted to any employee of Upgrade without a prior written agreement in place will be considered the property of Upgrade, and Upgrade will not be obligated to pay any referral or placement fee. Agencies must obtain advance written approval from Upgrade's Talent Acquisition department to submit resumes and only in conjunction with a valid, fully executed agreement. English is required for all positions, as it involves interacting with staff at Upgrade's offices worldwide. #J-18808-Ljbffr