Customer Escalations Representative IV

What You'll Do:

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• 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
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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

What We Do

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 30000 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. To learn more visit Lessen.com.

Why Work With Us

We make caring for and improving properties simpler faster better. Powered by tech and perfected by people we deliver best-in-class transformational solutions to deliver assets to market faster keep businesses up and running and improve customer and resident experiences. We're property services simplified.

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