The Operations Support Coordinator (OSC) plays an integral role in operations for Lessen operations. This role will manage a specialized subset of work order volume, ad hoc projects and tasks that are more complex and/ or more sensitive including but not limited to Project WOs, Local Office Priorities and Escalations. This role will be in constant contact with vendors and residents to help relay all essential information and help coordinate appointments between all parties involved. The OSC will also provide feedback to management to ensure constant improvement of the project process.
What You'll Do:
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Develop and maintain positive relations with vendors, clients/ residents and internal partners as required to ensure superior client satisfaction.
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Receive and handle customer calls and email requests for services and assist TL with client inquiries via external formats.
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Manage real-time inquires while keeping track of and responding to commitments
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Act as Project Manager and Vendor liaison as needed.
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Manage the scheduling and completion of all project type work orders while ensuring all work orders are properly linked and sequenced.
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Ensure work orders are thoroughly created to resolve the current needs and issues of the homes
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Act as a final escalation point before determining whether any disputes or un-satisfied service confirmations need to be highlighted to Team Lead or Affiliate Market Manager
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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
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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
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Enter information into our database and ensure consistency and accuracy
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Demonstrate professionalism in communication, relationship development, customer service, etc.
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Shift flexibility may be required
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Foster a positive team environment
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Ensure confidentiality and accuracy of internal and external data
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Perform ad-hoc projects and other duties as assigned
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Assist in training team members and provides constructive feedback as necessary
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Provide market intelligence feedback to maximize customer satisfaction and to ensure strategies and policies are in place to attract and retain customers
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Performs work under general supervision; carefully reviews the details and accuracy of work performed
What You'll Need:
Professional Skills
These are the professional skills we would expect from an individual fully established in this role.
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Problem-Solving - Expert
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Learning Agility - Advanced
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Customer Service - Expert
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Verbal Communication - Advanced
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Written Communication - Advanced
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Relationship - Expert
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Analysis - Advanced
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Prioritization - Advanced
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Teamwork - Expert
Role Specific Skills
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Proficiency in Microsoft Word, Excel, PowerPoint, Outlook required
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Strong Communication Skills
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Organizational or Project Management skills preferred
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Candidates with a growth mindset highly encouraged
People Management Skills
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Not applicable to this role
Minimum Qualifications
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High school diploma required
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4+ years of customer service experience preferred
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Preferred experience as a CSA, Dispatch, CSR with a high scorecard rating
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Mastery of Lessen’s One platform is strongly preferred
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Advanced troubleshooting knowledge and ability to articulate
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Ability to communicate industry language
Other Relevant Qualifications
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1-3 years of experience preferred
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Property maintenance experience
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Trades knowledge
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.