Resident Support Agent

About Onboard

Onboard is based in Salt Lake City, Utah, United States, and provides customer service and support to residents of Onboard-managed apartment complexes and homes. Our customers are residents who are moving into new homes and setting up their internet and video services. We offer assistance with billing, basic setup, general inquiries, and common help topics.

Overview

The Resident Support Agent (RSA) is a key position within the organization responsible for supporting residents across our entire portfolio. RSAs are tasked with receiving inbound service requests, answering questions about our offerings, and achieving our goals for customer enrollment, resident satisfaction, and long-term customer retention. The RSA team mainly handles inbound phone calls while occasionally responding to customer inquiries via chat and email. Agents will also make outbound calls as needed for follow-up purposes. The team actively participates in training, skills development, and provides feedback to stakeholders in Product, Engineering, and Operations.

Availability & Schedule

● Work shifts available seven days a week, between 7 AM to 10 PM US Mountain time

● Flexible work schedules available for 3, 4, or 5 days per week

● Full-time and part-time positions available across all three shifts

● Overtime and holiday shifts occasionally available

● Must be available for the initial two-week, instructor-led virtual training during US business hours

● New training classes start monthly

Core Objectives

● Meet or exceed customer satisfaction targets through professional, efficient service

● Master our technical systems, including our ticketing system, knowledge base, and communication platforms

● Maintain quality standards for all customer interactions

● Collaborate with team members and leadership to improve service delivery

● Stay current with product updates and policy changes through ongoing training

Day-to-Day Responsibilities

● Handle incoming customer inquiries via phone, email, and chat based on established response time targets

● Process and document all customer interactions in our ticketing system

● Follow up with customers on open issues within 24 hours

● Troubleshoot basic technical issues related to internet and video services

● Escalate complex technical issues to appropriate teams

● Participate in team meetings and training sessions

Accountability Metrics

● Quality - consistently meet or exceed quality standards on interaction reviews

● Reliability - demonstrate dependable attendance and punctuality

● Productivity - efficiently handle the expected volume of customer interactions per shift

● Customer Satisfaction - maintain strong positive customer feedback ratings

● Teamwork - actively contribute to team success and support colleagues

Language Requirements

● Professional written and verbal English communication skills

● Clear pronunciation and strong listening comprehension

● Ability to explain technical concepts in simple terms

Comprehensive Benefits

● Competitive base salary

● Work-from-home environment

● Monthly performance bonus potential (averaging 20% of gross pay)

● Company-sponsored health benefits

● Paid time off, overtime, and holiday pay

● Paid virtual training

● Company-provided work-from-home setup

● Internet stipend (offshore positions only)

● Professional development opportunities

● Employee recognition programs

Geographic Requirements

● United States positions:

○ Must be physically located in the United States

○ Must be legally authorized to work in the United States

● Philippines positions:

○ Must be physically located in the Philippines

○ Must be legally authorized to work in the Philippines

All positions require the ability to work within our operating hours of 7 AM to 10 PM Mountain time. We operate 365 days per year, including all holidays and weekends.

For specific questions about this position or to begin the application process, please contact our recruitment team through the provided application portal.

Language Requirements

● Professional written and verbal communication skills in English and Spanish

● Clear pronunciation and strong listening comprehension

● Ability to explain technical concepts in simple terms

General Qualifications

● High school diploma or equivalent required

● Customer service experience preferred

● Ability to take ownership of situations and provide optimal solutions

● Strong initiative and problem-solving skills

● Demonstrated attention to detail

● Proven work ethic and reliability

● Comfort with technology and ability to learn new systems quickly

● Positions in the Philippines:

○ Must be physically located in the Philippines

○ Must be legally authorized to work in the Philippines