Customer Service Agent (Bilingual in Spanish and English)

Kafene is revolutionizing the lease-to-own space. Were the point-of-sale powerhouse making flexible lease-to-own accessible to everyoneprime and non-prime customers alike. Our secret weapon Cutting-edge AI and machine learning that analyzes 20000 data inputs in real-time empowering retailers across furniture appliances electronics tires and durable goods to say yes to more customers.

The numbers tell our story: over $500 million in originations and counting. But were just getting started.

Our 150-person team spans NYC headquarters Wilmington and remote talent across the globeall united by a culture that thrives on collaboration innovation and genuine support. We dont just talk about great workplace culture; we deliver it. Thats why Built In named us a Startup to Watch and Forbes recognized us as one of the Best Startup Employers.

Ready to be part of the fintech revolution Join us.

We are seeking a dedicated Remote Customer Service Agent to assist our business by providing excellent Kafene quality service standards and maintaining high customer satisfaction. The Customer Service Agent will provide services to customers to help resolve requests and issues during the leasing process. The role requires the ability to be adaptable to remain calm when customers are frustrated and to have experience working within multiple systems at once with an attention to detail.

What youll do:

• 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 customers 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.

Who you are:

• 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.

Compensation and Benefits:

• Compensation: from $8/hour plus overtime pay (average of $1000 - $1400 total compensation per month)

• 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.

Were building a team as diverse as the customers we serve. Kafene is proud to be an equal-opportunity employer and we mean it. We welcome qualified applicants of every race color religion sex sexual orientation gender identity national origin disability status veteran status and all other legally protected characteristics.

Need accommodation during the application process Weve got you. If youre applying for a U.S. position and require reasonable accommodation at any stage reach out to with details about your request and contact information. Were here to help make the process work for you.

Note: This email address is specifically for accommodation requests and will only respond to those inquiries.

Required Experience:

Unclear Seniority