Customer Service Coach

Lessen; Scottsdale (AZ); On-site; USD 29,000 - 32,000; Full time

Benefits offered by this job

Health plan

Dental plan

Vision plan

Life insurance

Disability insurance

401K retirement savings

Paid vacation and holidays

Maternity/Paternity pay

Career growth

Tools for success

Job summary

Lessen in Scottsdale, AZ is seeking a Customer Service Coach to review and qualify work orders, assign affiliates based on scope and rules, and coach the dispatch and emergency vendor sourcing team members.

You will communicate with vendors, residents, and clients by phone and email to ensure maintenance services are completed effectively while upholding confidentiality and accuracy. This role offers an entry‑level pathway to leadership within a growing real estate services network.

Qualifications

• High School diploma required.
• 4+ years in a customer service call center environment is essential.
• Dispatch knowledge or experience is required.
• Flexibility and adaptability to manage multiple priorities in a fast-paced setting.

Responsibilities

• Dispatch Work Orders: identify scope, SLAs and client requirements while following policies.
• Subject Matter Expert on dispatch and emergency vendor sourcing processes.
• Data Entry: enter information accurately into the database.
• Billing: follow internal billing procedures and issue payments as needed.
• Maintain professionalism in communications with internal and external customers and safeguard data.
• Perform ad-hoc projects and other duties as assigned.
• Leadership: monitor team chats and inquiries, providing accurate process information.
• Coaching: shadowing and process audits to gather feedback for agents and process improvements.

Skills

Customer service

Communication

Leadership potential

Multitasking

Education

High School diploma

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.

A Customer Service Coach at Lessen is responsible to review and qualify submitted work orders and determine appropriate affiliates based on work order scope, priority, and business rules. This role communicates on the phone and electronically with vendors both internal and external, residents, and clients to ensure all maintenance services are completed in an effective and efficient manner. This role is an entry level role to leadership and will be coaching the dispatch and emergency vendor sourcing team members.

What You’ll Do:

• Dispatch Work Orders - Identify scope, SLAs, and client requirements while maintaining adherence to dispatch policies and procedures

• Subject Matter Expert - Knowledgeable on dispatch and emergency vendor sourcing processes

• Data Entry - Enter information into our database and ensure consistency and accuracy

• Billing - Adhering to internal billing procedures and issuing payments as needed

• Professionalism - Demonstrate professionalism and effectiveness when communicating with internal and external customers while ensuring confidentiality and accuracy of internal and external data

• Flexibility - Perform ad-hoc projects and other duties as assigned not limited to Residential Dispatch

• Leadership - Monitor team chats and in person inquiries while providing accurate information related to processes and procedures

• Coaching - This role will complete shadowing and process audits to gather feedback for both agents and process improvement

What You Need:

• Education level - High School diploma
• Previous experience (> 4 years) in customer service call center environment essential
• Trades knowledge or dispatch experience required
• Flexibility, adaptability and able to juggle multiple projects and priorities in a fast - paced environment

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.

21 - 23 USD