Customer Service Coach

Lessen•Scottsdale, AZ

13d

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 Service Coach is a subject matter expert of the CSR team. This role provides support and guidance to team members in the department, while serving as a department trainer to new team members. In addition to training, this individual is responsible for performing daily queue and client relations duties similar to those of Customer Service Representatives.

Requirements

High school diploma required
Previous experience 2-4 years in customer service call center environment essential
Proficient in Microsoft Suite

Nice To Haves

Undergraduate degree / internship preferred

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 inquiries while keeping track of and responding to commitments
Manage the scheduling and completion of all services assigned by customers; many of the services will be complex project type work examples: closed stores or restaurants with multiple Affiliates involved
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
Foster a positive team environment
Ensure confidentiality and accuracy of internal and external data
Perform ad-hoc projects and other duties as assigned
Coach entry level team members and improve performance through job shadowing, on the job training, communication and relationship development
Search for efficiencies to increase productivity for team members, identify areas of improvement for individual members of the team
Provide regular updates to Team Leads on status of team members in training
Act as a Subject Matter Expert and periodically reviews processes with clients and members of the senior leadership team