Customer Escalations Representative

Customer Escalations Representative (CER) I

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

$20 - $21 an hour

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.