Note: The job is a remote job and is open to candidates in USA. Koalafi provides flexible lease-to-own financing that helps consumers make important purchases while supporting retailers and merchant partners. The Bilingual Customer Support Representative will support merchant relationships through inbound and outbound communications, answer account and application questions, manage back-office processes, and deliver excellent customer service in English and Spanish.
Responsibilities
- Handle inbound phone calls, chats, and emails from retailers to assist in lease or loan application processing
- Own Koalafi operational knowledge to provide sound answers when merchants have questions
- Conduct back-office processes, such as funding and report generation, to ensure a high-quality merchant experience
- Ensure merchant confidence in Koalafi by providing excellent customer service through the entire financing experience
- Foster ongoing relationship management with stores and makes outbound calls to merchants, when appropriate
- Be flexible to perform a number of different tasks as needed, as we continue to test out new technologies and onboard enterprise merchants
Skills
- 1-2 years in a fully remote, customer service role
- 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)
- Experience using professional communication and collaboration tools such as Slack, Zoom, or similar platforms
- Experience working in a fast-paced, dynamic environment, with strong prioritization skills and ability to handle multiple responsibilities at once
- Proven ability to work autonomously in a remote setting, adapt quickly to new information, effectively manage a high-volume workload, and exercise sound judgment in knowing when to seek guidance
- You have a reliable internet connection and a quiet, private workspace where you can take calls and Zoom meetings without distraction and discuss sensitive customer/merchant details
- Strong Spanish language skills, including the ability to speak fluently and communicate clearly in professional settings
- Proficiency in reading and writing in Spanish, with accuracy in grammar, vocabulary, and comprehension
- Ability to effectively use Spanish in both verbal and written communications to perform essential job duties
- Available to work nights and weekends
- Location: This remote position is available to candidates who reside and perform work in the following states: AL, AZ, CO, CT, DC, DE, FL, GA, IA, IL, IN, KS, KY, LA, MA, MD, MI, MN, MO, MS, NC, NE, NH, NJ, NM, NY, OH, OR, PA, RI, SD, TN, TX, UT, VA, WA. Hiring locations may vary by position based on the Company's current business operations
Benefits
- This position is eligible to participate in our Operations bonus incentive.
- This remote position is available to candidates who reside and perform work in the following states: AL, AZ, CO, CT, DC, DE, FL, GA, IA, IL, IN, KS, KY, LA, MA, MD, MI, MN, MO, MS, NC, NE, NH, NJ, NM, NY, OH, OR, PA, RI, SD, TN, TX, UT, VA, WA.
- 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
Company Overview