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Customer Service Representative

Customer Service Representative

Hybrid

Phoenix, United states

$ 25 /hour

Freelance

16-02-2026

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Skills

Communication Customer Service Training

Job Specifications

Position: Customer Service (Escalation Support Specialist )

Client: Banking/Finance

Location: Phoenix, AZ 85027 (Hybrid after training - 1 week onsite / 1 week remote)

Duration: 12 Months (Possible Extension/Conversion)

Pay: ($23-$25) hourly

Start Date: 03/23/2026

Schedule: Training (First 10 Weeks): Monday-Friday, 9:00 AM-5:30 PM

Post-Training: Monday-Sunday, 7:00 AM-12:00 AM (Any 8-hour shift assigned at offer stage)

Required Skills:

Complaint handling experience

Strong de-escalation & issue resolution skills

Ability to multitask across systems

Strong verbal communication

Comfortable handling phone volume

Ability to work the assigned fixed schedule

Project Overview:

The existing credit card call center is expanding to support rewards-related servicing across:

General Purpose Credit Cards

Small Business Credit Cards

Personal Lines of Credit

Personal Loans

Retail Services

Role Overview:

Level 2 Escalation queue handling 300-400 inbound phone calls per month (no email/chat).

Call Types Include:

50% Escalations & assistance requests from frontline agents

Help desk/system support (system unlocks, troubleshooting)

Complex service issues

Live customer escalations (non-regulatory)

50% Direct customer calls regarding:

Rewards redemption

Gift card purchases

Missing rewards

Loyalty program servicing

Responsibilities include opening complaints in systems and accurately classifying regulatory vs. non-regulatory flags.

Benefits:

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, (paid time, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, paid holidays annually - AS Applicable).

About the Company

In our relentless pursuit of greatness, we are dedicated to developing individuals, creating exceptional teams, and cultivating a unique culture of unity and care. As providers of digital talent solutions, we aim to positively impact businesses and communities globally. We would be honored to be your trusted and uncommon partner on this journey. Know more