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.

The Account Representative is responsible for the day to day delivery of facilities services to a number of major client sites within a geographic territory. This role plays an integral part in client account management, operational support, and financial success for the assigned client base. This role also works closely with multiple internal and external stakeholders to address daily client challenges, while identifying and executing opportunities to make meaningful improvements to client operations. The role is based at our corporate headquarters with travel to client sites as needed.

What You'll Do:

Serve as primary client account manager for assigned client portfolio, interacting regularly with client management telephonically, electronically, and in person to ensure the highest level of client satisfaction

Evaluate all client requests for urgency, efficacy, and necessity to ensure that the client’s maintenance budget is allocated efficiently so as to satisfy service requirements while controlling discretionary scope expansion and preventing unnecessary spending

Manage all service requests by understanding the issue in context, assigning the appropriate resources for project completion, maintaining appropriate timelines, and communicating regularly with client and department leadership

Control the release of work requests to vendors to achieve monthly, quarterly, and annual financial objectives for the client and Lessen

Anticipate, take ownership of, and proactively manage client escalations in order to achieve resolution as quickly as possible, while escalating the most complex and consequential issues to department leadership with actionable recommendations for solutions

Developing and manage relationship with various client stakeholders including service location staff and their management, corporate functions, and the management offices for facilities-related programs and projects

Coordinate with and appropriately direct workflows among the client’s internal commodities and external service providers to ensure work is completed and accounted for per the client’s specifications

Prepare and deliver routine and ad hoc communications and qualitative reports to the client that are impactful and of high professional standards

Proactively research, develop, and implement solutions to client requests that fall outside of standard procedure and historical precedent and are ambiguous in context, scope, and resolution process

Coordination with external third-party stakeholders including municipal governments, landlords, property associations, and other third-party vendors to resolve all facilities-related issues

Ensure full utilization of warranty provisions (both equipment and service) and evaluate lease terms to ensure that client funds are not spent on repairs for which another party is liable

Coordinate with and provide direction to after-hours and weekend coverage teams to maintain 24/7 coverage of all client support activities

Fosters a positive team environment and may provide coaching or mentoring to team members

Ensures confidentiality and accuracy of internal and external data

Performs ad-hoc projects and other duties as assigned

Travel required up to 25%

What You'll Need:

Professional Skills

These are the professional skills we would expect from an individual fully established in this role.

Problem Solving - Advanced

Learning Agility - Advanced

Customer Service- Advanced

Verbal Communication- Proficient

Written Communication - Proficient

Relationship Management- Proficient

Prioritization - Proficient

Team Work - Proficient

Role Specific Skills

Computer Skills: Proficiency in Microsoft Word, Excel, PowerPoint, Outlook required

Minimum Qualifications

Bachelor’s Degree

0-3 years of experience preferred

Other Relevant Qualifications

Experience in facilities management, maintenance management, or building engineering, maintenance trades, or related fields a plus

What You'll Do:

Serve as primary client account manager for assigned client portfolio, interacting regularly with client management telephonically, electronically, and in person to ensure the highest level of client satisfaction

Evaluate all client requests for urgency, efficacy, and necessity to ensure that the client’s maintenance budget is allocated efficiently so as to satisfy service requirements while controlling discretionary scope expansion and preventing unnecessary spending

Manage all service requests by understanding the issue in context, assigning the appropriate resources for project completion, maintaining appropriate timelines, and communicating regularly with client and department leadership

Control the release of work requests to vendors to achieve monthly, quarterly, and annual financial objectives for the client and Lessen

Anticipate, take ownership of, and proactively manage client escalations in order to achieve resolution as quickly as possible, while escalating the most complex and consequential issues to department leadership with actionable recommendations for solutions

Developing and manage relationship with various client stakeholders including service location staff and their management, corporate functions, and the management offices for facilities-related programs and projects

Coordinate with and appropriately direct workflows among the client’s internal commodities and external service providers to ensure work is completed and accounted for per the client’s specifications

Prepare and deliver routine and ad hoc communications and qualitative reports to the client that are impactful and of high professional standards

Proactively research, develop, and implement solutions to client requests that fall outside of standard procedure and historical precedent and are ambiguous in context, scope, and resolution process

Coordination with external third-party stakeholders including municipal governments, landlords, property associations, and other third-party vendors to resolve all facilities-related issues

Ensure full utilization of warranty provisions (both equipment and service) and evaluate lease terms to ensure that client funds are not spent on repairs for which another party is liable

Coordinate with and provide direction to after-hours and weekend coverage teams to maintain 24/7 coverage of all client support activities

Fosters a positive team environment and may provide coaching or mentoring to team members

Ensures confidentiality and accuracy of internal and external data

Performs ad-hoc projects and other duties as assigned

Travel required up to 25%

What You'll Need:

Professional Skills

These are the professional skills we would expect from an individual fully established in this role.

Problem Solving - Advanced

Learning Agility - Advanced

Customer Service- Advanced

Verbal Communication- Proficient

Written Communication - Proficient

Relationship Management- Proficient

Prioritization - Proficient

Team Work - Proficient

Role Specific Skills

Computer Skills: Proficiency in Microsoft Word, Excel, PowerPoint, Outlook required

Minimum Qualifications

Bachelor’s Degree

0-3 years of experience preferred

Other Relevant Qualifications

Experience in facilities management, maintenance management, or building engineering, maintenance trades, or related fields a plus

Account Representative

Summary

What You'll Do:

What You'll Need:

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Account Representative

Summary

What You'll Do:

What You'll Need:

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