Customer Service Representative - Portland Metro

Customer Service Representative - Portland Metro

Department: Customer Service

Employment Type: Full Time

Location: Remote USA

Reporting To: Amanda Blalock

Compensation: $50,000 / year

About One App: One App is a mission-driven company that increases access to rental housing by removing financial and systemic barriers for renters while reducing risk for property managers. We're building market-based solutions to unlock housing opportunities at scale, with a bold 10-year goal to help 1 million people gain access to housing.

Role Overview: As a Customer Service Representative, you'll be responsible for assisting One App customers (and partners) as they navigate the platform and utilize our application assist service. You will graciously handle inbound requests via phone, email, chat and/or tickets. Our team strives to go above-and-beyond in support of those who need help…we never settle for just “good enough” in our issue resolution.

At times, you may be speaking with someone who is going through a very rough time, and your ability to show empathy and care could make all the difference in that person’s day.

Details:

• Job Title
  :
  Customer Service Representative - Portland Metro
• Location
  :
  Remote
• Salary
  : $50,000, with variable annual bonus of up to $4,000
• Reports to
  :
  Customer Service Manager
• Work Hours
  :
  Full Time, Hours may vary between 8:00am-7:30pm EST Monday-Friday

• Renter Requests and Support: Answer applicant questions and educate them about One App’s offerings. Help them successfully complete the application, and support them on follow-ups during their guarantee term.
• Real-time Platform Troubleshooting: Help users who are struggling with something in our platform, and/or partner cross-functionally with CX and Product to flag any technical issues.
• B2B Partner Support (Property Management Professionals): Respond to partner requests for access, renter application changes, and platform how-tos.
• Internal CRM Notes and Upkeep: Update partner and/or customer information accurately in all necessary systems, including Hubspot. Maintain clear notes and elevate any critical concerns/issues to the correct internal stakeholders.

• Minimum 2-3 years of customer service experience, preferably in platform/SaaS support roles
• Proven track record of meeting (or exceeding) CSAT targets and ticket/call response and resolution goals
• Proficiency with call center tools, CRM software and/or ticketing systems
• Strong verbal and written communication skills with a friendly, empathetic and helpful demeanor
• Excellent problem-solving abilities and technical troubleshooting skills
• Ability to remain calm, professional, and solution-focused under pressure
• Spanish language proficiency is preferred, but not required
• Alignment with One App's core values:
  • Tenacious
  • Hungry
  • Compassionate
  • Humbly Confident

• This is a full-time position
• Salary: $50,000, with variable annual bonus of up to $4,000
• Medical, Dental and Vision Benefits
• 401K Plan
• Unlimited PTO