[Hiring] Customer Service Agent @Kafene

Role Description

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.

• Communicates with Kafene customers via telephone, 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, including updating communication logs and dispositions for all account interactions.
• Manages large amounts of incoming calls and places outbound calls as necessary for customer account follow-up.
• Meets personal/team targets and call handling quotas, 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, 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, including reading from scripts or utilizing templates when applicable.

Qualifications

• Comfortable working in a remote environment with reliable internet access.
• Proven customer support experience, ideally in the rent/lease-to-own industry.
• Strong phone contact-handling skills and active listening.
• Excellent communication and presentation skills; being bilingual is a plus.
• Ability to multitask, prioritize, and manage time effectively.
• High school diploma or equivalent; a college degree is preferred.

Benefits

• Compensation: from $8/hour plus overtime pay (average of $1,000 - $1,400 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.

Company Description

Kafene is revolutionizing the lease-to-own space. We're the point-of-sale powerhouse making flexible lease-to-own accessible to everyone—prime and non-prime customers alike. Our secret weapon? Cutting-edge AI and machine learning that analyzes 20,000+ data inputs in real-time, empowering retailers across furniture, appliances, electronics, tires, and durable goods to say "yes" to more customers.

• Over $500 million in originations and counting.
• 150-person team spans NYC headquarters, Wilmington, and remote talent across the globe.
• Culture that thrives on collaboration, innovation, and genuine support.
• Recognized by Built In as a Startup to Watch.
• Forbes recognized us as one of the Best Startup Employers.