Bilingual Customer Service Representative

About the role

We are seeking a bilingual Customer Service Representative to join our growing team. The ideal candidate will provide exceptional customer service, help manage customer relationships, and contribute to shaping the future direction of the company.

Responsibilities

• 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

Requirements

• 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
• Strong Spanish language skills, including the ability to speak fluently and communicate clearly in professional settings
• Ability to effectively use Spanish in both verbal and written communications to perform essential job duties
• Available to work nights and weekends

Qualifications

• Reliable internet connection and a quiet, private workspace
• Flexible, customer-oriented individual ready to hit the ground running
• Ready to help scale the company

Skills

• Customer service experience
• Sound judgment
• Trustworthiness
• Quickness and efficiency
• Independence
• Autonomy
• Remote work capability
• Adaptability
• Multiple responsibilities
• Sound judgment
• Seeking guidance
• Spanish language proficiency

Benefits

• Comprehensive medical, dental, and vision coverage
• 20 PTO days + 11 paid holidays
• 401(k) retirement with company matching
• Student Loan & Tuition Reimbursement
• Commute assistance
• Parental leave (maternal + paternal)
• Inclusion and Associate Engagement Programs