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.
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
Skills Required
- High school diploma
- Minimum 2-4 years' experience in a customer service call center environment
- Customer Service - Advanced
- Shift flexibility
- Computer skills: Microsoft Word, Excel, Outlook
- Associates degree
- Flexibility, adaptability, and ability to juggle multiple priorities
What the Team is Saying
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Lessen LLC Compensation & Benefits Highlights
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Healthcare Strength — Health, dental, and vision insurance are offered alongside FSA/HSA options, life and disability coverage, mental‑health/EAP support, and pet insurance. Coverage is characterized as good quality even if not the cheapest.
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Retirement Support — A 401(k) with employer match is part of the package. This aligns with a modern total‑rewards mix that also includes bonuses and, for some senior roles, equity.
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Leave & Time Off Breadth — Paid parental leave, flexible/unlimited PTO (varies by role), and paid volunteer time are included. Remote/hybrid work options further expand flexibility.
Lessen LLC Insights
What We Do
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. To learn more, visit Lessen.com.
Why Work With Us
We make caring for and improving properties simpler, faster, better. Powered by tech and perfected by people, we deliver best-in-class, transformational solutions to deliver assets to market faster, keep businesses up and running, and improve customer and resident experiences. We're property services, simplified.
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Lessen LLC Teams
Lessen LLC Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
At Lessen, managers decide how teams work best—office, home, or hybrid. We value flexibility, connection, and outcomes, investing in tools that keep everyone aligned and focused on delivering great results together.
