Customer Escalations Representative IV

Lessen•Scottsdale, AZ

About The Position

Lessen is the tech-enabled, end-to-end property service provider that is transforming how commercial and residential real estate services are delivered and managed at scale. Lessen’s technology platform provides data-driven insights that unlock key growth opportunities for the entire real estate ecosystem—including investors, owners, managers, and service providers. The company leverages a network of over 30,000 vetted, qualified vendors (Lessen Affiliates) serving clients with over 1 million properties and completing more than 3.5 million work orders annually across an expanding range of services. Lessen, LLC is a venture-backed, privately held company with offices in Scottsdale and Chicago. Let’s say a resident has a leaking toilet. That resident can submit a work order request through an app using their smart phone, the website using a desktop computer, or by calling in the request and speaking to one of our customer service representatives (maybe you!). After the work order has been created, our system and dispatch team send it to a qualified plumber in our network. Our Follow Up Team then ensures the toilet gets fixed in a timely manner and the resident is kept updated along the way. The schedule for this role is 11:00 AM - 8:00 PM on Monday, Tuesday, Wednesday, Saturday and Sunday. The schedule for this role is 11:00 AM - 8:00 PM on Monday, Tuesday, Wednesday, Saturday and Sunday.

Requirements

Computer Skills: proficiencies in: Microsoft Word, Excel, Outlook essential
High school diploma required
4+ years of customer service experience preferred
Preferred experience as a CSR III
Basic troubleshooting knowledge and ability to articulate
Ability to communicate industry language

Nice To Haves

Undergraduate degree / internship preferred
Intellectual agility and adaptability
Property maintenance experience
Trades knowledge

Responsibilities

Develop and maintain positive client relations as required to ensure superior client satisfaction
Receive and handle customer calls and email requests for services
Manage real-time inquires while keeping track of and responding to commitments
Manage the scheduling and completion of all services assigned by customers; many of the services a Senior CSR will handle will be complex project type work examples: closed stores or restaurants with multiple Affiliates involved}
Act as final escalation point before determining whether any disputes or un-satisfied service confirmations need to be highlighted to Team Lead
Maintain open communication with affiliates in a manner that adheres to all contracts and agreed upon Scope of Work throughout the duration of the relationship
Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person; will be considered a point person for the handoff between shifts and/or other offices
May be required to run special reports for the Team Lead and/or Client, as well as provide analysis on performance trends
Demonstrate professionalism in communication, relationship development, customer service, etc.
Assist in training team members and provides constructive feedback as necessary
Provide market intelligence feedback to maximize customer satisfaction and to ensure strategies and policies are in place to attract and retain customers
Shift flexibility may be required
Foster a positive team environment
Ensure confidentiality and accuracy of internal and external data
Perform ad-hoc projects and other duties as assigned