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Sr. Customer Service Agent

4 months ago

Richmond, Virginia, United States Koalafi Full time

**Sr. Customer Service Agent**

at Koalafi Richmond, VA **About Koalafi**

By combining smarter technology with a relentless focus on customer experience, were transforming the financing experience for essential life purchases in retail stores nationwide.

**The Opportunity**

The DCAT associate is responsible for mitigating complaints and escalations received through phone, social media and mail channels. Associates serve as account supervisors, working together with customers, dealers, and call center leadership to resolve complex and often unusual customer and dealer situations which strike the right balance between customer and business needs. DCAT associates are frequently called on to manage through rapidly changing policies and processes, while dealing with a broad range of issues related to the leasing business. In addition, DCAT associates are responsible for tracking, reporting and improving the escalations process itself while also identifying ways to improve West Creek products and processes.

**Duties and Responsibilities**

Work with customers who have requested to speak with a supervisor to negotiate a win/win. When appropriate to the situation, work directly with dealers to develop the right solution for the customer, the dealer, and West Creek

Work directly with dealers & customers to understand and resolve issues with accounts that are related to the store, including but not limited to delivery issues, pricing issues, not receiving items, returns, etc.

Identify process and product improvements that will help reduce customer dissatisfiers

Provide subject matter expertise to help phone agents effectively resolve issues

Assist phone agents when system accesses limit their ability to resolve customer needs

Support ad hoc request from other departments and the Executive team

Keep up to date on company policies and product offerings to ensure appropriate customer support is given

Ensure timely administrative responsibilities of Disputes, Posting Debits, Call Listening, tracking escalated queue activities and roll up reporting

Provide continuous feedback to business owners to reduce escalations and improve agents tools to mitigate on the first touch

**Qualifications**

Must have excellent leadership and management skill

Must have superior written and verbal communication skills

Should have excellent problem solving and negotiation skills

Must have strong computer & typing skills and knowledge of basic telephone technology

Knowledgeable of the companys computer and telephone system

Good organizational skills and attention to detail are essential

Must have good interpersonal and active listening skills

Exceptional customer service skills are a must. Exceptional phone etiquette/QA

Must have strong analytical skills

Must be available to work nights and Saturdays

**Preferred Qualifications**

Bi-lingual (Spanish)

**Things we value:**

**Curiosity.**

**Nerdiness**. Financial news and trends are fascinating. Seriously.

**Relentlessness.** No one here gives up. We try. We fail. We try again.

**Passion.** If you dont get excited about point-of-sale financing, retail, and consumer empowerment, it simply wont work.

**Smarts:** Book and street. We have to use all of the tools at our disposal to build Koalafi.

**Empathy and Compassion.** You understand that people's access to life essential goods and services are in your hands.

**Communication.**

**Building.** Doing. Making. Yes, we have to do a lot of thinking and talking to figure this stuff out, but you cant wait to leave the conversation and build it.

**U.S. Equal Opportunity Employment Information (Completion is voluntary)**

Individuals seeking employment at Koalafi are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Gender

Please identify your race

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order

Veteran Status

Form CC-305

OMB Control Number

Expires 05/31/2023

**Voluntary Self-Identification of Disability**

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labors Office of Federal Contract Compliance Programs (OFCCP) website at .

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

Autism

Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS

Blind or low vision

Cancer

Cardiovascular or heart disease

Celiac disease

Cerebral palsy

Deaf or hard of hearing

Depression or anxiety

Diabetes

Epilepsy

Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome