Customer Service Representative

Company: Koalafi
Location: Richmond
Posted on: February 16, 2026

Job Description:

Job Description Job Description At Koalafi, we believe in a world where no one has to put an important purchase on hold. That's why we're making it easier for more people to pay for big purchases over time. Retailers across the country rely on us to offer flexible lease-to-own financing to their non-prime consumers, while increasing sales and strengthening customer loyalty. Their 2M customers love us because we provide a flexible way for them to make payments and give them an opportunity to improve their credit. Our 200 Koalafi teammates enjoy inspiring and challenging work that accelerates their careers. Interested in learning more about how we're transforming the financing experience and joining our team? What You'll Do We are in search of a Customer Service Representative to assist in providing 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 in a call center environment required 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) Ability to work independently and efficiently, both in-person and on work from home days Experience working in a fast-paced, dynamic environment, with strong prioritization skills and ability to handle multiple responsibilities at once Available to work nights and weekends Location Requirement: This position requires regular in-person attendance at our office (Richmond, VA). Candidates must already be located within a commutable distance to our office location, as relocation assistance is not available at this time. Why choose Koalafi: A career at Koalafi means opportunities to tackle exciting challenges every single day. We take pride in a culture of innovation, trust, and ownership. You'll get outside your comfort zone, build meaningful relationships, and most of all, take charge of projects that ultimately help people get the things they need most. Benefits: At Koalafi, you will have a direct impact on our products and help shape the company's success. We offer competitive compensation & benefits packages to keep you at your best: Comprehensive medical, dental, and vision coverage 20 PTO days 11 paid holidays 401(k) retirement with company matching Student Loan & Tuition Reimbursement Commuter assistance Parental leave (maternal paternal) Inclusion and Associate Engagement Programs Who we are & what we value: We focus on what's most important We set clear expectations and deliver We embrace challenges to reach our full potential We ask, "How can this be better?" We move fast together

Keywords: Koalafi, Portsmouth , Customer Service Representative, Customer Service & Call Center , Richmond, Virginia