Customer Escalations Representative

Scottsdale, United StatesHybridFull-time2–4 yrs experience$20 – $21 / hourPosted 1mo ago

Job description

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.

Hours may vary with one weekend day requirement.

What You'll Do:

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

What You Should Have:

Professional Skills

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

Role Specific Skills

Computer Skills: proficiencies in Microsoft Word, Excel, Outlook are preferred

Qualifications

High school diploma required
A minimum of 2-4 years’ experience in customer service call center environment required

Other Relevant Qualifications

Associates degree preferred
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

Why Lessen:

· 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

Lessen is intentional about attracting, developing, and retaining amazing talent from diverse backgrounds. We’re looking for teammates that are enthusiastic, empathetic, curious, motivated, reliable, and will help us amplify the positive & inclusive culture we’ve been building. Lessen is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Job details are sourced from the employer's original posting.

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About the company

Lessen

Lessen makes caring for, and improving real estate properties simpler, faster, and better through best-in-class, fully outsourced, and on-demand property services. For commercial and residential properties, we deliver faster renovations and turns, hassle-free maintenance, reduced issues through preventive maintenance, and capital projects that are on time and on budget, all while improving the experience of tenants/residents. 𝗪𝗵𝗼 𝘄𝗲 𝘀𝗲𝗿𝘃𝗲 Our customers include distributed real-estate portfolio owners and managers in both commercial and residential markets. In commercial markets, we serve distributed properties such as commercial banks, healthcare, retail, grocery, REITs, telecommunications, logistics, and industrial businesses. Our residential customers include owners/operators of single-family home portfolios, multi-family units, home builders, and warranty providers. 𝗣𝗼𝘄𝗲𝗿𝗲𝗱 𝗯𝘆 𝘁𝗲𝗰𝗵 -- 𝗽𝗲𝗿𝗳𝗲𝗰𝘁𝗲𝗱 𝗯𝘆 𝗽𝗲𝗼𝗽𝗹𝗲 Lessen's technology suite, One by Lessen™ connects clients with property owners and our network of over 30,000 vendors in over 55 trades. One by Lessen helps clients manage work orders, streamline processes, and control costs. It enables improved communications through user-friendly mobile apps for operations, tenants/residents, and vendors that shorten repair times, and optimize projects. Lessen's professional field project managers offer boots-on-the-ground services and streamlined processes that leverage Lessen's network of service professionals in over 100 markets nationally. We help our customers overcome labor shortages, reduce headcount and overhead, and grow and scale their businesses. Both clients and vendor affiliates also benefit from our supply chain and buying power to secure project materials at lower costs. Lessen LLC is a venture-backed, privately held company with offices in Scottsdale and Chicago. To learn more, please visit http://www.lessen.com.

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Industry: Real Estate
Founded: 2020
Open roles: 6