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
