Customer Support Associate

Summary

The job is a customer service role in a real estate services company (Lessen) that involves managing work orders for property maintenance and repairs. The position requires critical thinking skills, fast-paced decision making, attention to detail, resourcefulness, and adaptability. The benefits include competitive compensation, dental, vision, life, disability insurance, 401K retirement savings plan, paid vacation, federal and floating holidays, maternity/paternity pay, career advancement opportunities, and access to necessary tools for success.

Requirements

• Critical thinking skills
• Fast-paced decision making, ability to complete 100-120 follow up tasks per day
• Attention to detail and adherence to policies and procedures as measured by a weekly quality assurance check
• Resourceful, know when to reference our internal knowledge base for client-specific business rules, as well as when to reach out to management and other departments for guidance
• 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

Responsibilities

• Replying to messages from vendors, clients, and residents, and then taking actions in order to move a work order towards completion (40%)
• Outbound phone calls to vendors to confirm they have capacity and can complete the job within the required timeframe (20% of day)
• Outbound resident communications via phone, email, and text (20% of day)
• Work order qualification checking for duplicates, vendor warranties, client direction, and resident responsibility (10% of day)
• Inbound calls from residents, vendors, and the client (5% of day)

Preferred Qualifications

Education Level – High school diploma required, Associates or Undergraduate degree preferred

Benefits

• 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