Customer Escalations Representative

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. 

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

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.