The Customer Escalations Representative supports the Account Operations team by resolving client escalations and complaints. The role requires 2-4 years of customer service call center experience and involves maintaining data accuracy in company databases. This is a hybrid position based in Scottsdale, AZ, with a requirement for one weekend day per week.
- Remote scope
- Hybrid in Scottsdale, AZ
- Compensation
- USD 20–21 / hour
What you need
- High school diploma
- 2-4 years experience in customer service call center environment
- Advanced Customer Service skills
- Advanced Problem Solving skills
What you will own
- Identify, research, and resolve customer issues using web-based systems and databases
- Resolve disputes, escalations, and un-satisfied service confirmations
- Communicate with residents regarding their maintenance experience
- Serve as the point of contact for escalation and resolution handoff between shifts and/or other offices
- Ensure confidentiality and accuracy of internal and external data
Core skillsCustomer ServiceEscalation ResolutionConflict ManagementMicrosoft OfficeData EntryCommunicationProblem SolvingPrioritization
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
Additional
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. 
