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What We Do:
Let’s say a resident has a leaking toilet. That resident can submit a work order request through an app using their smart phone, the website using a desktop computer, or by calling in the request and speaking to one of our inbound call representatives (maybe you!). After the work order has been created, our system and dispatch team send it to a qualified plumber in our network. Our Follow Up Team then ensures the toilet gets fixed in a timely manner and the resident is kept updated along the way.
What You'll Do:
- Creating new work orders for residents seeking assistance, leveraging a guided workflow on our proprietary technology. This includes helping the resident try to troubleshoot the issue, identifying the severity of the issue, and qualifying the work order to ensure the work is sent to the right vendor (45% of day)
- Assisting residents seeking assistance with existing open work order issues. This includes providing the most recent update, connecting them to the assigned vendor, and/or escalating the work order to our escalations department (35% of day)
- Inbound phone calls from our vendor network, guiding them through our requirements and making work order updates when needed (10% of day)
- Outbound resident communications via phone, email, and text (5% of day)
- Team meetings, open forum to ask questions, and review of policy and procedure updates (5% of day)
You Should Have:
- Bilingual - Fluent in Spanish speaking and writing
- Customer service skills
- Desire to work in a fun, team-focused environment
- A desire to help people through challenging situations
- No maintenance experience required, but interest in learning a new industry
- Attention to detail and adherence to policies and procedures
- Resourceful, know when to reference our internal knowledge base for client-specific business rules
- High level of care for our partners; residents, clients, and vendors
- Ability to adapt to change on a weekly basis due to client needs or updates to our technology
- High School Diploma/GED highly preferred. Associate’s or Bachelor’s degree a plus.
Why This Role?
- Monthly performance-based incentives
- High Achiever quarterly bonuses
- Fun environment where we celebrate the National Day Calendar!
- Onsite environment where you can learn and grow with your teammates.
- #IND1
What We Do
Lessen is redefining the way service providers and property owners work together by delivering unprecedented transparency and control within the facilities maintenance industry. Retail stores, banks, restaurants, rental homes, and more make up the 200,000+ properties that rely every day on our technology platform, in-house subject matter experts, and 24/7 support. We leverage our network of 20,000 skilled providers across more than 55 trades to deliver an exceptional maintenance experience to the communities where we live and work.
Why Work With Us
We’re on a mission to fix the business of fixing things. We like to say we’re the champions of better. On top of work that truly matters to business and our society, you’re empowered to give back to your community with our volunteer programs and encouraged to bond with your teammates at intramural sports, our annual talent show, and more.
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