Customer Support Representative
Koalafi, Richmond, VA, United States
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.
What you'll do This associate will help manage all existing merchant relationships through daily inbound and outbound proactive contact. This individual will be the point of contact for the merchant and a key contributor to client satisfaction, and responsible for addressing any questions regarding accounts or applications with timely and accurate information. You will be responsible for building deep relationships with our merchants and retail partners. 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.
In this role you will:
Handle inbound calls from retailers to assist in lease or loan application processing.
Own Koalafi operational knowledge to provide sound answers when merchants have questions.
Ensure merchant confidence in Koalafi by providing excellent customer service through the entire financing experience.
Foster ongoing relationship management with stores and make outbound calls to merchants, when appropriate.
Conduct back‑office processes, such as funding and report generation, to ensure a high‑quality merchant experience.
Be flexible to perform a number of different tasks as needed, as we continue to test out new technologies and onboard enterprise merchants.
About you (qualifications)
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
Proficiency with the Microsoft Office Suite (Excel/Word)
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
Bilingual in Spanish preferred
Must be 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.
Benefits
Comprehensive medical, dental, and vision coverage
20 PTO days + 11 paid holidays
401(k) retirement with company matching
Student Loan & Tuition Reimbursement
Commuter assistance
Parental leave (maternal + paternal)
Inclusion and Associate Engagement Programs
Who we are & what we value
We focus on what's most important
We set clear expectations and deliver
We embrace challenges to reach our full potential
We ask, 'How can this be better?'
We move fast together
#J-18808-Ljbffr
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.
What you'll do This associate will help manage all existing merchant relationships through daily inbound and outbound proactive contact. This individual will be the point of contact for the merchant and a key contributor to client satisfaction, and responsible for addressing any questions regarding accounts or applications with timely and accurate information. You will be responsible for building deep relationships with our merchants and retail partners. 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.
In this role you will:
Handle inbound calls from retailers to assist in lease or loan application processing.
Own Koalafi operational knowledge to provide sound answers when merchants have questions.
Ensure merchant confidence in Koalafi by providing excellent customer service through the entire financing experience.
Foster ongoing relationship management with stores and make outbound calls to merchants, when appropriate.
Conduct back‑office processes, such as funding and report generation, to ensure a high‑quality merchant experience.
Be flexible to perform a number of different tasks as needed, as we continue to test out new technologies and onboard enterprise merchants.
About you (qualifications)
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
Proficiency with the Microsoft Office Suite (Excel/Word)
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
Bilingual in Spanish preferred
Must be 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.
Benefits
Comprehensive medical, dental, and vision coverage
20 PTO days + 11 paid holidays
401(k) retirement with company matching
Student Loan & Tuition Reimbursement
Commuter assistance
Parental leave (maternal + paternal)
Inclusion and Associate Engagement Programs
Who we are & what we value
We focus on what's most important
We set clear expectations and deliver
We embrace challenges to reach our full potential
We ask, 'How can this be better?'
We move fast together
#J-18808-Ljbffr