Customer Service Representative - Portland, OR Metro

OneApp•Portland, OR

1d•Hybrid

About The Position

As a Customer Service Representative, you'll be responsible for assisting OneApp 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.

Requirements

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

Nice To Haves

Spanish language proficiency is preferred, but not required

Responsibilities

Answer applicant questions and educate them about OneApp’s offerings.
Help them successfully complete the application, and support them on follow-ups during their guarantee term.
Help users who are struggling with something in our platform, and/or partner cross-functionally with CX and Product to flag any technical issues.
Respond to partner requests for access, renter application changes, and platform how-tos.
Update partner and/or customer information accurately in all necessary systems, including Hubspot.
Maintain clear notes and escalate any critical concerns/issues to the correct internal stakeholders.