Customer Service Coach

Job Description

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. 

A Customer Service Coach at Lessen is responsible to review and qualify submitted work orders and determine appropriate affiliates based on work order scope, priority, and business rules. This role communicates on the phone and electronically with vendors both internal and external, residents, and clients to ensure all maintenance services are completed in an effective and efficient manner. This role is an entry level role to leadership and will be coaching the dispatch and emergency vendor sourcing team members.  

• Dispatch Work Orders - Identify scope, SLAs, and client requirements while maintaining adherence to dispatch policies and procedures 

• Subject Matter Expert – Knowledgeable on dispatch and emergency vendor sourcing processes  

• Data Entry - Enter information into our database and ensure consistency and accuracy 

• Billing - Adhering to internal billing procedures and issuing payments as needed 

• Professionalism - Demonstrate professionalism and effectiveness when communicating with internal and external customers while ensuring confidentiality and accuracy of internal and external data 

• Flexibility - Perform ad-hoc projects and other duties as assigned not limited to Residential Dispatch 

• Leadership – Monitor team chats and in person inquiries while providing accurate information related to processes and procedures  

• Coaching – This role will complete shadowing and process audits to gather feedback for both agents and process improvement 

• Education level – High School diploma 

• Previous experience (> 4 years) in customer service call center environment essential  

• Trades knowledge or dispatch experience required 

• Flexibility, adaptability and able to juggle multiple projects and priorities in a fast - paced environment 

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. 

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.