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Posted 3 months ago

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Customer Escalations Representative IV

ScottsdaleOn-siteFull-time

AI Summary

Senior customer service role focusing on complex escalations, scheduling, and client relations for property maintenance services.

About this role

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.

Let’s say a resident has a leaking toilet. That resident can submit a work order request through an app using their smart phone, the website using a desktop computer, or by calling in the request and speaking to one of our customer service representatives (maybe you!). After the work order has been created, our system and dispatch team send it to a qualified plumber in our network. Our Follow Up Team then ensures the toilet gets fixed in a timely manner and the resident is kept updated along the way.
The schedule for this role is 11:00 AM - 8:00 PM on Monday, Tuesday, Wednesday, Saturday and Sunday.

What You'll Do:

  • The schedule for this role is 11:00 AM - 8:00 PM on Monday, Tuesday, Wednesday, Saturday and Sunday.
  • 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 inquires while keeping track of and responding to commitments
  • Manage the scheduling and completion of all services assigned by customers; many of the services a Senior CSR will handle will be complex project type work {examples: closed stores or restaurants with multiple Affiliates involved}
  • Act as final escalation point before determining whether any disputes or un-satisfied service confirmations need to be highlighted to Team Lead
  • 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
  • May be required to run special reports for the Team Lead and/or Client, as well as provide analysis on performance trends
  • Demonstrate professionalism in communication, relationship development, customer service, etc.
  • Assist in training team members and provides constructive feedback as necessary
  • Provide market intelligence feedback to maximize customer satisfaction and to ensure strategies and policies are in place to attract and retain customers
  • 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

    • Role Specific Skills:

  • Computer Skills: proficiencies in: Microsoft Word, Excel, Outlook essential

    • You Should Have:

  • High school diploma required
  • 4+ years of customer service experience preferred
  • Preferred experience as a CSR III
  • Basic troubleshooting knowledge and ability to articulate
  • Ability to communicate industry language

    • Other Relevant Qualifications:

  • Undergraduate degree / internship preferred
  • Intellectual agility and adaptability
  • Property maintenance experience
  • Trades knowledge

    • Skills

    CommunicationConflict ResolutionCRM ToolingCustomer ServiceData AnalysisMicrosoft ExcelMicrosoft OutlookMicrosoft WordProperty MaintenanceReportingSchedulingTeam HandoffsTrainingVendor Coordination

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