Operations Support Coordinator

Lessen•Chicago, IL

About The Position

Lessen is a tech-enabled, end-to-end property service provider transforming how commercial and residential real estate services are delivered and managed at scale. Their technology platform offers data-driven insights for the real estate ecosystem. The company utilizes a network of over 30,000 vendors, serving over 1 million properties and completing more than 3.5 million work orders annually. Lessen, LLC has offices in Scottsdale and Chicago. The Operations Support Coordinator (OSC) is integral to Lessen's operations, managing a specialized subset of work orders, ad hoc projects, and complex or sensitive tasks. This role involves constant contact with vendors and residents to relay information and coordinate appointments. The OSC also provides feedback to management for process improvement.

Requirements

High school diploma required
4+ years of customer service experience preferred
Preferred experience as a CSA, Dispatch, CSR with a high scorecard rating
Mastery of Lessen’s One platform is strongly preferred
Advanced troubleshooting knowledge and ability to articulate
Ability to communicate industry language
1-3 years of experience preferred
Property maintenance experience
Trades knowledge

Responsibilities

Develop and maintain positive relations with vendors, clients/residents, and internal partners to ensure superior client satisfaction.
Receive and handle customer calls and email requests for services and assist Team Lead with client inquiries via external formats.
Manage real-time inquiries while keeping track of and responding to commitments.
Act as Project Manager and Vendor liaison as needed.
Manage the scheduling and completion of all project-type work orders, ensuring proper linking and sequencing.
Ensure work orders are thoroughly created to resolve current needs and issues of the homes.
Act as a final escalation point before determining whether disputes or un-satisfied service confirmations need to be highlighted to Team Lead or Affiliate Market Manager.
Maintain open communication with Affiliates in adherence to all contracts and agreed-upon Scope of Work.
Provide information to supervisors, co-workers, and subordinates via telephone, written form, email, or in person.
Serve as a point person for handoffs between shifts and/or other offices.
Enter information into the database, ensuring consistency and accuracy.
Demonstrate professionalism in communication, relationship development, and customer service.
Perform ad-hoc projects and other duties as assigned.
Assist in training team members and provide constructive feedback.
Provide market intelligence feedback to maximize customer satisfaction and ensure strategies and policies are in place to attract and retain customers.
Perform work under general supervision, carefully reviewing the details and accuracy of work performed.