The schedule for this position is Monday - Friday, 8am - 5pm CT. Hybrid in Chicago office.

The Customer Service Representative IV is a senior member of the CSR team, acting as a liaison between our clients and our network of vendors by managing all our clients’ repair and maintenance needs within our technology platform, One by Lessen and supporting more junior members of the team. The Senior CSR also provides support to the Team Lead, assisting with reporting, escalations, project work, and leadership coverage when the Team Lead is not available.

• Develop and maintain positive client relations required to ensure superior client satisfaction

• Receive and handle customer calls and email requests for services

• Manage the scheduling and completion of all services assigned by customers; many of the services

a Senior CSR will handle will be complex project type work {examples: closed stores or restaurants

with multiple Affiliates involved}

• Act as final escalation point before determining whether any disputes or un-satisfied service

confirmations need to be highlighted to Team Lead

• Maintain open communication with affiliates in a manner that adheres to all contracts and agreed

upon Scope of Work throughout the duration of the relationship

• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, email, or in person; will be considered a point person for the handoff between shifts and/or other

offices

• May be required to run special reports for the Team Lead and/or Client, as well as provide analysis

on performance trends

• Demonstrate professionalism in communication, relationship development, customer service, etc.

• Assist in training team members and provides constructive feedback as necessary

• Provide market intelligence feedback to maximize customer satisfaction and to ensure strategies and

policies are in place to attract and retain customers

• 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

Computer Skills: proficiencies in: Microsoft Word, Excel, Outlook essential

• High school diploma required

• 4+ years of customer service experience preferred

• Preferred experience as a CSRIII

• Ability to communicate industry language

• Undergraduate degree / internship preferred

• Intellectual agility and adaptability

• Property maintenance experience

• Trades knowledge