Customer Service Coach
lessen
Customer Escalations Representative
lessen· Residential R&M
About this role
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:
- 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
- Computer Skills: proficiencies in Microsoft Word, Excel, Outlook are preferred
- High school diploma required
- A minimum of 2-4 years’ experience in customer service call center environment required
- 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
Professional Skills
Role Specific Skills
Qualifications
Other Relevant Qualifications
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.
Frequently Asked Questions
What is the salary for the Customer Escalations Representative role at lessen?
The listed salary for this Customer Escalations Representative position at lessen is USD 20–21. This is an Full Time Employee role.
Where is the Customer Escalations Representative position at lessen located?
This Customer Escalations Representative role at lessen is based in Scottsdale, AZ. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Customer Escalations Representative role at lessen full-time or part-time?
This is listed as a Full Time Employee position. It is posted as a Customer Escalations Representative role in the Residential R&M department at lessen.
Which team or department does the Customer Escalations Representative at lessen belong to?
This Customer Escalations Representative position is part of the Residential R&M department at lessen. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Customer Escalations Representative position at lessen?
Click the "Apply Now" button on this page. You will be redirected to lessen's official application portal hosted on lever where you can submit your application directly.
When was the Customer Escalations Representative job at lessen posted?
This Customer Escalations Representative position at lessen was posted on Jun 22, 2026. Apply as soon as possible — early applications are often reviewed first.
Customer Escalations Representative
lessen · 💰 USD 20–21
You'll be redirected to lessen's official application page on Lever.