Sr. Customer Service Agent

**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.

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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.

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Expires 05/31/2023

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