Customer Service Representative

About The Role We are seeking a Customer Service Representative to join our remote team supporting clients across the Central and Eastern U.S. This role is pivotal in ensuring our users and partners receive exceptional support throughout their engagement with OneApp. As a Customer Service Representative, you will assist renters and property management professionals by providing guidance, troubleshooting platform issues, and ensuring smooth application processes. Your empathetic communication and problem-solving skills will help foster trust and satisfaction among our users. The ideal candidate is someone who is passionate about customer service, detail-oriented, and capable of managing multiple channels of communication including phone, email, chat, and tickets. This position offers an excellent opportunity to contribute to a mission-driven company making a tangible difference in the housing sector, while working remotely from anywhere within the USA.

Qualifications

• Minimum of 2-3 years of customer service experience, preferably in platform or SaaS support roles
• Proven track record of achieving or surpassing CSAT targets and response/resolution goals
• Proficiency with call center tools, CRM software, and ticketing systems such as HubSpot
• Strong verbal and written communication skills with an empathetic and helpful demeanor
• Excellent problem-solving and technical troubleshooting abilities
• Ability to remain calm, professional, and solution-oriented under pressure
• Spanish language proficiency is preferred but not mandatory
• Alignment with OneApp’s core values: Tenacious, Hungry, Compassionate, Humbly Confident

Responsibilities

• Respond to renter inquiries by phone, email, chat, and support tickets, providing clear and helpful guidance
• Assist applicants in completing their rental applications and support them during their guarantee period
• Troubleshoot technical issues within the platform in real-time and escalate complex problems to relevant teams
• Support property management partners by responding to requests for platform access, application modifications, and operational guidance
• Maintain accurate and up-to-date records of interactions and customer information within CRM systems like HubSpot
• Collaborate cross-functionally with Customer Experience and Product teams to identify and report technical issues or user experience improvements
• Ensure high levels of customer satisfaction through timely, professional, and empathetic service
• Escalate critical concerns to internal stakeholders and follow up to ensure resolution

Benefits

• Full-time employment with a competitive salary of $50,000 per year
• Variable annual bonus potential of up to $4,000
• Comprehensive medical, dental, and vision insurance coverage
• 401(k) retirement savings plan with company match
• Unlimited paid time off to support work-life balance
• Remote work flexibility, allowing you to work from anywhere within the USA