Lessen

Customer Support

• Develop and maintain positive client relations to ensure superior client satisfaction
• Receive and handle customer calls and email requests for services
• Manage real-time inquiries while tracking and responding to commitments
• Manage scheduling and completion of customer-assigned services, including complex project work
• Maintain communication with affiliates according to contracts and agreed Scope of Work
• Provide information to supervisors, co-workers, and subordinates by telephone, written form, email, or in person
• Serve as a point person for handoffs between shifts and/or offices
• Foster a positive team environment
• Ensure confidentiality and accuracy of internal and external data
• Perform ad-hoc projects and other assigned duties
• Coach entry-level team members through job shadowing, on-the-job training, communication, and relationship development
• Identify efficiencies and areas for individual team-member improvement
• Provide Team Leads with regular updates on team members in training
• Act as a Subject Matter Expert and periodically review processes with clients and senior leadership

Customer Service Coach

General

• Build and maintain professional relationships with clients and vendors to understand operational needs in a specific trade-related area
• Assist in developing and implementing solutions to meet client and vendor needs
• Review vendor quotes to ensure proposed work scope and pricing are appropriate
• Develop and coordinate client and internal initiatives and special projects
• Serve as a technical and subject matter expert for the department and leadership
• Serve as a key point of contact for internal and external clients and resolve vendor issues
• Proactively resolve vendor and client issues, escalating only when necessary
• Provide support to Trade Representatives as required
• Foster a positive work environment and collaborate with stakeholders
• Ensure confidentiality of internal and external data
• Perform ad-hoc projects and other assigned duties
• Maintain CPD and awareness of trade and industry developments
• Seek opportunities for continuous process improvement

Trade Specialist

Operations

• Manage a specialized subset of work order volume, ad hoc projects, and complex or sensitive tasks, including Project WOs, Local Office Priorities, and Escalations
• Maintain positive relations with vendors, clients/residents, and internal partners
• Receive and handle customer calls and email service requests
• Manage real-time inquiries and track and respond to commitments
• Act as Project Manager and vendor liaison as needed
• Manage scheduling and completion of project work orders, ensuring work orders are properly linked and sequenced
• Create thorough work orders to resolve home needs and issues
• Serve as a final escalation point for disputes or unsatisfied service confirmations
• Maintain communication with Affiliates according to contracts and agreed Scope of Work
• Provide information to supervisors, coworkers, and subordinates by telephone, written form, email, or in person
• Serve as point person for handoffs between shifts and/or offices
• Enter information into the database and ensure consistency and accuracy
• Demonstrate professionalism in communication, relationship development, and customer service
• Foster a positive team environment
• Ensure confidentiality and accuracy of internal and external data
• Perform ad hoc projects and other assigned duties
• Assist in training team members and provide constructive feedback
• Provide market intelligence feedback to maximize customer satisfaction and support customer retention strategies
• Review work details and accuracy under general supervision
• Coordinate appointments between vendors and residents
• Provide process-improvement feedback to management

Operations Support Coordinator

Account Executive

• Guide the strategic vision supporting Account Management within the Commercial department
• Uncover growth opportunities, manage client concerns, and lead strategic initiatives
• Collaborate with Sales, Field Operations, Centralized Services, Product Management, and Implementation teams
• Understand client portfolios and tailor growth strategies
• Serve as the primary contact for client communications and foster client relationships
• Monitor market developments, client feedback, and industry shifts to frame growth strategies
• Lead client retention efforts by ensuring service excellence and delivering timely solutions
• Document client interactions, sales endeavors, and growth metrics
• Achieve or exceed account growth and upsell targets
• Collaborate with clients to keep projects within allocated budgets and adjust for unforeseen costs
• Solicit client feedback on satisfaction and service needs
• Monitor and report client KPI and success metrics

Account Director

Customer Success Manager

• Serve as the Lessen point of contact for business relationships with affiliates and maintain knowledge of affiliates’ services, locations, capacity, pricing, priorities, needs, and capabilities
• Conduct regular affiliate touchpoints, including performance metric reviews, education, best-practice sharing, performance improvement plans, compliance, and pricing management
• Own affiliate performance metrics and the depth and quality of the regional affiliate network
• Own and manage the dispatch plan, including work distribution, plan effectiveness, affiliate capacity, and workflow bottlenecks
• Identify sourcing needs and work with the sourcing team to onboard high-potential affiliates
• Set performance expectations and provide oversight and coaching during affiliates’ initial work orders
• Communicate market performance and top affiliates by trade to client account teams and regional customer leadership
• Manage high-priority inbound affiliate escalations
• Visit Lessen offices frequently to work with Operations, SMEs, SDMs, and other counterparts
• Represent the affiliate voice within Lessen and provide feedback to improve technology, operations, billing, and compliance

Vendor Success Manager

• Coordinate assigned planned and unplanned capital construction, maintenance, disaster relief, and environmental health & safety projects by creating and managing scope and monitoring vendor performance
• Maintain detailed project knowledge for corporate reporting and internal and client communication
• Serve as the primary communication point for client stakeholders by phone, electronically, and in person
• Build and grow a regional project vendor base
• Partner with internal team members to onboard vendors and monitor vendor scoring
• Partner with operations teams on communication and issue resolution
• Prevent and resolve escalated vendor and client issues through proactive relationship management
• Ensure quality control of vendor relationships and processes; investigate complaints and maintain high customer service levels
• Understand client objectives, challenges, and needs through communication with corporate and regional teams
• Foster a positive team environment
• Ensure confidentiality of internal and external data
• Perform ad-hoc projects and other assigned duties

Customer Service Coach

Trade Specialist

Operations Support Coordinator

Account Director

Vendor Success Manager

Special Projects Coordinator