Customer Support Coordinator

Customer Support Coordinator Location Hybrid work in Chicago, IL : Lessen is one of the fastest growing companies in the real estate services industry. Our proprietary technology platform provides clients with portfolio dashboards, the ability to review and approve project estimates, check in on project progress in real time and pay vendors all in one place! But we aren't just a tech company. We are also a property service delivery company offering renovations, turns and maintenance to residential and commercial clients. Lessen recently acquired SMS Assist, an industry-leading facilities maintenance technology and delivery company. The new combined national footprint will serve more than 250,000 properties, facilitate approximately 2.5 million repair and maintenance orders, and complete nearly 20,000 renovation and turn projects per year. Lessen has quickly evolved from exciting startup to valued partner, delivering scalable and turnkey property services to our clients. The Customer Support Coordinator plays an integral role in operations for an assigned market. This role will manage a specialized subset of work order volume in which multiple related repairs are needed in one home. This role will be in constant contact with vendors and residents to help relay all essential information and help coordinate appointments between all parties involved. The CSC will also provide feedback to management to ensure constant improvement of the project process.

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 and assist TL with client inquiries via external formats.
• Manage real-time inquires while keeping track of and responding to commitments
• Act as Project Manager
• Manage the scheduling and completion of all project type work orders while ensuring all work orders are properly linked and sequenced.
• Ensure work orders are thoroughly created to resolve the current needs and issues of the homes
• Act as a final escalation point before determining whether any disputes or un-satisfied service confirmations need to be highlighted to Team Lead
• 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
• Enter information into our database and ensure consistency and accuracy
• 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
• Assist in training team members and provides constructive feedback as necessary
• Provide market intelligence feedback to maximize customer satisfaction and to ensure strategies and policies are in place to attract and retain customers
• Performs work under general supervision; carefully reviews the details and accuracy of work performed

Role Specific Skills:

• Proficiency in Microsoft Word, Excel, PowerPoint, Outlook required
• Organizational or Project Management skills preferred
• Candidates with a growth mindset highly encouraged

You Should Have:

• High school diploma required
• 4+ years of customer service experience preferred
• Preferred experience as a CSA III with a high scorecard rating
• Advanced troubleshooting knowledge and ability to articulate
• Ability to communicate industry language

Other Relevant Qualifications:

• 1-3 years of experience preferred
• Property maintenance experience
• Trades knowledge

Why Lessen:

• Competitive compensation
• 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.