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    Customer Support Associate - Phoenix, United States - Lessen Inc.

    Lessen Inc.
    Lessen Inc. Phoenix, United States

    3 weeks ago

    Default job background
    Description
    Let's say a resident has a leaky pipe.

    That resident can submit a work order request through an app using their smart phone, the website using a desktop computer, or by calling in the request and speaking to one of our customer service representatives.

    After the work order has been created, our Dispatch Team will qualify the work order, then send it to a qualified plumber.

    The work order then moves over to our Follow Up Team who will "follow" along with the work order to ensure the leaky pipe gets fixed in a timely manner and the resident is kept updated along the way.


    What You'll Do:
    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)
    Team meetings with a fun team building activity, open forum to ask questions, and review of policy and procedure updates (5% of day)

    You Should Have:
    Critical thinking skills
    Fast-paced decision making, ability to complete 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
    Education Level – High school diploma required, Associates or Undergraduate degree preferred

    #J-18808-Ljbffr
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