Customer Service Representative

Koalafi•Richmond, VA

11d•Onsite

About The Position

At Koalafi, we believe in a world where no one has to put an important purchase on hold. That’s why we’re making it easier for more people to pay for big purchases over time. Retailers across the country rely on us to offer flexible lease-to-own financing to their non-prime consumers, while increasing sales and strengthening customer loyalty. Their 2M+ customers love us because we provide a flexible way for them to make payments and give them an opportunity to improve their credit. Our 200+ Koalafi teammates enjoy inspiring and challenging work that accelerates their careers. Interested in learning more about how we’re transforming the financing experience and joining our team? What You’ll Do We are in search of a Customer Service Representative to assist in providing exceptional customer service to our rapidly growing customer base. You will have the unique opportunity to grow alongside the company and help shape the future direction. This associate will help manage customer relationships through daily inbound and outbound, proactive contact. This individual will be the point of contact fielding inbound communications, and responsible for addressing any questions regarding accounts with timely and accurate information. We are looking for someone with strong customer service experience and sound judgment who is trustworthy and able to work quickly, efficiently, and independently. We are looking for a flexible, customer-oriented individual who is ready to hit the ground running & help us scale.

Requirements

1-2 years in a call center environment required
Excellent verbal and written communication skills
Experience proactively identifying trends in customer issues and surfacing to the right internal stakeholders
Detail oriented and attentive to customer needs, addressing challenges with a positive attitude
Proficiency with the Microsoft Office Suite (Excel/Word/Outlook)
Ability to work independently and efficiently, both in-person and on work from home days
Experience working in a fast-paced, dynamic environment, with strong prioritization skills and ability to handle multiple responsibilities at once
Available to work nights and weekends
Location Requirement: This position requires regular in-person attendance at our office (Richmond, VA). Candidates must already be located within a commutable distance to our office location, as relocation assistance is not available at this time.

Responsibilities

Handle inbound calls from customers, providing excellent customer service in assisting with their lease or loan account
Own Koalafi operational knowledge to provide sound answers when customers have questions
Resolve inbound inquiries and issues independently and escalate as needed
Initiate contact with customers in order to resolve account issues
Proactively identify any trends in customer issues and synthesize feedback to share with management team
Be flexible to perform a number of different tasks as needed, as we continue to test out new technologies and onboard enterprise merchants