Bilingual Customer Service Representative

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 Bilingual Customer Service Representative to provide 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. In this role, you will:  

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  

About You (Qualifications)  

1-2 years of experience 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  

Detail oriented and attentive to customer needs, addressing challenges with a positive attitude  

Proficiency with the Microsoft Office Suite (Excel/Word/Outlook)  

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 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.

Hourly Rate: $22/hr

Additional Compensation: This position is eligible to participate in our Operations bonus incentive.  

Applications will be accepted until position is filled. Why choose Koalafi: A career at Koalafi means opportunities to tackle exciting challenges every single day. We take pride in a culture of innovation, trust, and ownership. You'll get outside your comfort zone, build meaningful relationships, and most of all, take charge of projects that ultimately help people get the things they need most.

Benefits:

At Koalafi, you will have a direct impact on our products and help shape the company’s success. We offer competitive compensation & benefits packages to keep you at your best:

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