Customer Support Representative

We are in search of a Customer Support Representative to assist in providing exceptional support to our growing merchant network. You will have the unique opportunity to grow alongside the company and help shape the future direction.

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.

• 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 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.

• 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