Bilingual Customer Service Representative

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.