Customer Service Coach

Lever, Inc.; Scottsdale (AZ); On-site; USD 29,000 - 32,000; Full time

Benefits offered by this job

Health insurance

401K retirement plan

Paid vacation

Career advancement opportunities

Job summary

Lessen, LLC is looking for a Customer Service Coach to enhance team performance and client satisfaction. This role includes training new staff, managing customer inquiries, and coaching team members to develop their skills.

The ideal candidate will have 2-4 years of experience in a customer service environment, possess a high school diploma, and be proficient in Microsoft Suite. Lessen values a positive workplace culture, offering competitive pay and benefits.

Qualifications

• 2-4 years of experience in customer service call center environment required.
• Ability to develop and maintain positive client relations.
• Experience in training and coaching team members.

Responsibilities

• Provide support and guidance to the CSR team.
• Coach entry level team members and improve their performance.
• Manage real-time inquiries and customer service processes.
• Ensure confidentiality and accuracy of data.

Skills

Customer service expertise

Coaching

Microsoft Suite proficiency

Communication

Problem-solving

Education

High school diploma

Undergraduate degree or internship

Job description

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 Service Coach is a subject matter expert of the CSR team. This role provides support and guidance to team members in the department, while serving as a department trainer to new team members. In addition to training, this individual is responsible for performing daily queue and client relations duties similar to those of Customer Service Representatives.

What You'll Do:

• Develop and maintain positive client relations as required to ensure superior client satisfaction
• Receive andhandle customer calls and email requests for services
• Manage real-time inquires while keeping track of and responding to commitments
• Manage the scheduling and completion of all services assigned by customers; many of the services will be complex project type work {examples: closed stores or restaurants with multiple Affiliates involved}
• Maintain open communication with affiliatesin a manner that adheres to all contracts andagreed upon Scope ofWork 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
• 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

Coaching

• Coach entry level team members and improve performance through job shadowing, on the job training, communication and relationship development
• Search for efficiencies to increase productivity for team members, identify areas of improvement for individual members of the team
• Provide regular updates to Team Leads on status of team members in training
• Act as a Subject Matter Expert and periodically reviews processes with clients and members of the senior leadership team

What You Need:

• High school diploma required, Undergraduate degree / internship preferred
• Previous experience 2-4 years in customer service call center environment essential
• Proficient in Microsoft Suite

$21 - $23 an hour

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.