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.

The Customer Service Coach is a subject matter expert of the CSR team. This role provides support and guidance to team members in the department, while serving as a department trainer to new team members. In addition to training, this individual is responsible for performing daily queue and client relations duties similar to those of Customer Service Representatives.

What You'll Do:

• 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 will be complex project type work {examples: closed stores or restaurants with multiple Affiliates involved} 

• 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

• 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 

 

Coaching 

• Coach entry level team members and improve performance through job shadowing, on the job training, communication and relationship development 

• Search for efficiencies to increase productivity for team members, identify areas of improvement for individual members of the team 

• Provide regular updates to Team Leads on status of team members in training 

• Act as a Subject Matter Expert and periodically reviews processes with clients and members of the senior leadership team 

What You Need:

• High school diploma required, Undergraduate degree / internship preferred

• Previous experience 2-4 years in customer service call center environment essential

• Proficient in Microsoft Suite

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.