Senior Client Support Specialist

2 weeks ago

Richmond, Virginia, United States Koalafi Full time

Senior Client Support Specialist

at Koalafi

About Koalafi

By integrating innovative technology with an unwavering commitment to customer satisfaction, we are revolutionizing the financing journey for essential purchases across retail locations nationwide.

The Role

The Senior Client Support Specialist is tasked with addressing grievances and escalations received through various communication channels. This role acts as a liaison, collaborating with clients, dealers, and leadership to navigate complex and often unique customer and dealer scenarios, ensuring a balanced approach that meets both customer and business objectives. Specialists in this position are frequently required to adapt to swiftly changing policies and procedures while managing a diverse array of challenges related to the leasing sector. Additionally, they are responsible for monitoring, reporting, and enhancing the escalation process, while also pinpointing opportunities for improving Koalafi's products and services.

Key Responsibilities

  • Engage with clients who have requested supervisor intervention to facilitate mutually beneficial resolutions.
  • Collaborate directly with dealers and clients to comprehend and resolve account-related issues, including delivery discrepancies, pricing concerns, and returns.
  • Identify enhancements to processes and products that can mitigate customer dissatisfaction.
  • Provide expertise to assist phone agents in effectively resolving customer inquiries.
  • Support phone agents when system limitations hinder their ability to meet customer needs.
  • Assist with ad hoc requests from other departments and the executive team.
  • Stay informed about company policies and product offerings to ensure accurate customer support.
  • Manage administrative tasks related to disputes, posting debits, call monitoring, tracking escalated activities, and reporting.
  • Offer ongoing feedback to business leaders to minimize escalations and enhance agents' tools for first-contact resolution.

Qualifications

  • Demonstrated leadership and management capabilities.
  • Exceptional written and verbal communication skills.
  • Strong problem-solving and negotiation abilities.
  • Proficient computer and typing skills, along with a solid understanding of basic telecommunications technology.
  • Familiarity with the company's computer and phone systems.
  • Excellent organizational skills and meticulous attention to detail.
  • Strong interpersonal and active listening skills.
  • Outstanding customer service skills, including superior phone etiquette.
  • Robust analytical skills.
  • Availability to work evenings and weekends.

Preferred Qualifications

  • Proficiency in Spanish.

Core Values

  • Curiosity: A desire to learn and grow.
  • Nerdiness: A passion for financial news and trends.
  • Relentlessness: A commitment to perseverance in the face of challenges.
  • Passion: An enthusiasm for point-of-sale financing and consumer empowerment.
  • Intelligence: Utilizing all available resources to build Koalafi.
  • Empathy and Compassion: Recognizing the importance of access to essential goods and services.
  • Communication: Clear and effective dialogue.
  • Building: A focus on execution and implementation.

Equal Opportunity Employment

Individuals seeking employment at Koalafi are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

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