Customer Service & Escalations Expert

Customer Service & Escalations Specialist

Location: In Office, Downtown Boise, ID

Employment Type: Full-Time
Compensation: $20–$22 per hour

Who we are:

Landlord Tech, Inc., doing business as Our Pet Policy, provides a compliance-focused platform that helps property managers track animals on residential properties, maintain accurate records, and comply with applicable Fair Housing laws. A core function of our service is supporting the review and verification of reasonable accommodation requests related to emotional support and service animals.

Who we want:

The Customer Service & Escalations Specialist is an entry-level, customer-facing role responsible for guiding applicants through the accommodation request process, responding to inquiries, and handling escalated situations with professionalism and accuracy. This role requires strong communication, organization, and de-escalation skills, as well as the ability to learn and apply regulatory guidelines consistently.

This is not a sales role and not a general call-center position. The work involves sensitive topics, compliance-driven processes, and frequent interaction with frustrated or confused applicants. Training is provided.

Key Responsibilities

• Respond to customer inquiries via phone, email, and internal messaging platforms regarding accommodation requests and application status.
• Review submitted documentation for completeness and reliability in accordance with company procedures and applicable guidelines.
• Communicate clearly with applicants when documentation is incomplete, inconsistent, or requires follow-up.
• De-escalate escalated or emotionally charged interactions while maintaining professionalism and neutrality.
• Coordinate with property managers, applicants, and third-party providers to keep requests moving forward.
• Accurately document all interactions and actions in the CRM and internal systems.
• Follow established workflows, escalation protocols, and compliance requirements.
• Support general administrative and office-related tasks as needed.

Work Environment

• In-office position based in downtown Boise.
• Business casual dress code.
• Collaborative, fast-paced office environment.

Compensation and Benefits

• 21 days of Paid Time Off (PTO) annually.
• Paid holidays.
• Medical, dental, and vision insurance.
• HSA/FSA options and life insurance.
• 401(k) plan with company match.
• MacBook workstation provided.

Equal Opportunity Statement

Landlord Tech, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, or any other protected characteristic.

In accordance with federal law, all new hires must provide proof of identity and authorization to work in the United States and complete required employment verification upon hire.