Customer Service & Escalations Expert

Job Description

Job Description

Customer Service & Escalations Specialist

Location: In Office, Downtown Boise, ID 

Employment Type: Full-Time 

Who we are:

Landlord Tech, Inc., doing business as OurPetPolicy, provides a compliance-focused platform that helps property managers track animals on residential properties, maintain accurate records, and comply with applicable Fair Housing laws. A core function of our service is supporting the review and verification of reasonable accommodation requests related to emotional support and service animals.

Who we’re looking for:

The Customer Service & Escalations Specialist is an entry-level, customer-facing role responsible for guiding applicants through the accommodation request process, responding to inquiries, and handling escalated situations with professionalism and accuracy. This role requires strong communication, organization, and de-escalation skills, as well as the ability to learn and apply regulatory guidelines consistently.

This is not a sales role and not a general call-center position. The work involves sensitive topics, compliance-driven processes, and frequent interaction with frustrated or confused applicants. Training is provided.

Key Responsibilities

• Respond to customer inquiries via phone, email, and internal messaging platforms regarding accommodation requests and application status.

• Review submitted documentation for completeness and reliability in accordance with company procedures and applicable guidelines.

• Communicate clearly with applicants when documentation is incomplete, inconsistent, or requires follow-up.

• De-escalate escalated or emotionally charged interactions while maintaining professionalism and neutrality.

• Coordinate with property managers, applicants, and third-party providers to keep requests moving forward.

• Accurately document all interactions and actions in the CRM and internal systems.

• Follow established workflows, escalation protocols, and compliance requirements.

• Support general administrative and office-related tasks as needed.

Required Skills and Knowledge

• Strong verbal and written communication skills, with the ability to explain structured processes clearly and calmly.

• Ability to remain composed and professional during difficult or high-pressure conversations.

• Basic understanding of customer service principles, including active listening and issue resolution.

• High attention to detail and ability to follow documented procedures consistently.

• Comfort working with multiple software systems, including CRM platforms (training provided).

• Strong organizational skills and ability to manage multiple requests simultaneously.

• Ability to maintain confidentiality and handle sensitive information appropriately.

Preferred Qualifications

• Previous experience in customer service, call center support, administrative support, property management, healthcare administration, or service-based roles.

• Experience handling escalations, complaints, or emotionally charged interactions.

• Familiarity with regulated or compliance-driven environments is a plus but not required.

Work Environment

• In-office position based in downtown Boise.

• Business casual dress code.

• Collaborative, fast-paced office environment.

Compensation and Benefits

• Hourly rate: starting at $22 per hour, based on experience.

• 21 days of Paid Time Off (PTO) annually.

• Paid holidays.

• Medical, dental, and vision insurance.

• HSA/FSA options and life insurance.

• 401(k) plan with company match.

• MacBook workstation provided.

Equal Opportunity Statement

Landlord Tech, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, or any other protected characteristic.

In accordance with federal law, all new hires must provide proof of identity and authorization to work in the United States and complete required employment verification upon hire.