Remote Customer Service Agent

Summary

Join our team at Kafene, a leading point-of-sale financing partner dedicated to empowering flexible ownership solutions nationwide. We're seeking a Remote Customer Service Agent to assist our business by providing excellent service standards and maintaining high customer satisfaction.

Requirements

• You are comfortable working in a remote environment with reliable internet access
• You have proven customer support experience, ideally in the rent/lease-to-own industry
• You exhibit strong phone contact-handling skills and active listening
• You possess excellent communication and presentation skills; being bilingual is a plus
• You demonstrate the ability to multitask, prioritize, and manage time effectively
• You hold a high school diploma or equivalent; a college degree is preferred

Responsibilities

• Communicates with Kafene customers via telephone, and attracts potential customers by answering product and service questions
• Manages customer queries, troubleshoots customer issues, processes payments and modifications, prepares correspondence, escalates complaints across several communication channels, and fulfills customer needs to ensure customer satisfaction
• Maintains customer accounts by verifying and recording account information. Includes updating communication logs and dispositions for all account interactions
• Manages large amounts of incoming calls. Places outbound calls as necessary for customer account follow-up. Meets personal/team targets and call handling quotas. Includes but not limited to contributing to the team effort by accomplishing related results as needed
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; and following up to ensure resolution
• Builds sustainable relationships of trust through open and interactive communication. Provides feedback to management through a designated channel to recommend potential products or services, by collecting customer information and analyzing customer needs
• Follows all Kafene procedures, guidelines, and policies, including implementing any changes when applicable. Provides accurate, valid, and complete information by using the right methods/tools; includes but is not limited to reading from scripts or utilizing templates when applicable

Benefits

• Healthcare Stipend: We prioritize your well-being by covering medical, dental, and vision insurance costs
• Paid Time Off: We value work-life balance, which is why we offer flexible paid time off starting from your first day of employment