Customer Escalations Representative

Lessen • Remote, AZ or IL, AZ

1d

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.

The Customer Escalations Representative (CER) I is a member of the Account Operations team. This role involves working with and supporting the Customer Service Organization (CSO) team to ensure continued delivery of exceptional service to our clients. The CER I reviews and resolves client escalations and other complaints and communicates with residents regarding their maintenance experience.

Requirements

• Customer Service - Advanced
• Verbal Communication - Proficient
• Written Communication - Proficient
• Teamwork – Proficient
• Relationships – Proficient
• Organizational Awareness - Proficient
• Learning Agility - Proficient
• Problem Solving – Advanced
• Process Orientation – Proficient
• Prioritization - Proficient
• Computer Skills: proficiencies in Microsoft Word, Excel, Outlook are preferred
• High school diploma required
• A minimum of 2-4 years’ experience in customer service call center environment required
• Flexibility, adaptability and able to juggle multiple projects and priorities in a fast-paced environment
• Strong alignment to our company values - Entrepreneurial Spirit, One Team, Passion for Service, and Integrity

Nice To Haves

• Associates degree preferred

Responsibilities

• Identify, research, and resolve customer issues using the company's web-based systems and databases; enter information into databases, ensuring consistency and accuracy
• Resolve disputes, escalations, and un-satisfied service confirmations; communicate with other teams to facilitate the timely resolution of escalated work orders
• Provide information to leadership, peers and subordinates by telephone, electronically, or in person; serves as the point of contact for escalation and resolution handoff between shifts and/or other offices
• Demonstrate professionalism in communication, relationship development, customer service, etc.
• 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

Benefits

• Competitive compensation
• Health, Dental, Vision, Life, Disability options
• 401K retirement savings plan
• Paid vacation, federal and floating holidays
• Maternity/Paternity Pay
• Career advancement opportunities
• All the tools you'll need to be successful

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED