**Customer Service Manager**

at Koalafi Richmond, VA **About Koalafi**

**About The Opportunity**

We are in search of a Frontline Manager to provide exceptional support to our growing Customer Service team. In addition to managing the team, they would have the unique opportunity to grow alongside the company and help shape the future direction. If you are an experienced Frontline leader with a data-driven approach to management, a strong commitment to associate development, and a desire to make an immediate impact in a high-growth, fast-paced environment, then this is the role for you!

* Provide leadership, coaching, and development for a team of 15 Customer Service Agents.

* Coaching and development responsibilities include associate development action plans as well as performance improvement guidance for phone calls, schedule adherence, and behavior.

* Provide daily workflow management including balancing inbound service levels with outbound calling requirements to customers.

* Ensure a strong understanding and fulfillment of regulatory guidelines within financial call centers.

* Interview prospective new members of the Customer Service team.

* Ensuring timely administration of timecards, spreadsheets, meeting notes, etc.

* Disciplinary guidance up to and including termination as appropriate.

* Define and measure performance metrics appraisals, reporting, etc.

* Achieve tactical driver metric goals including, but not limited to, service levels, customer satisfaction scores, call compliance

* Communicate with the quality and training teams to ensure knowledge gaps are identified and closed quickly and timely.

**About You**

* 3 years of experience in call center leadership, Customer Service preferred.

* Bachelor's degree or equivalent experience.

* Advanced skills with Microsoft Office products.

* Strong analytical skills with a data-driven background.

* Excellent verbal and written communication skills.

* Ability to contribute to a flexible schedule as needed.

**Things we value:**

* **Curiosity.**

* **Nerdiness**.Financial news and trends are fascinating. Seriously.

* **Relentlessness.** No one here gives up. We try. We fail. We try again.

* **Passion.** If you dont get excited about point of sale financing, retail, and consumer empowerment, it simply wont work.

* **Smarts:** Book and street. We have to use all of the tools at our disposal to build Koalafi.

* **Empathy and Compassion.**You understand that people's access to life essential goods and services are in your hands.

* **Communication.**

* **Building.** Doing. Making. Yes, we have to do a lot of thinking and talking to figure this stuff out, but you cant wait to leave the conversation and build it.

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