• Answer incoming communications from customers via calls, emails and other message formats • Conduct research to provide answers for customers to resolve their issues • Utilize system tools and other resources to find the best contact information for customers and proceed to update systems • Organize and arrange preventive maintenance site visits to be as efficient as possible, minimizing travel time and multiple visits to the same site • Communicate with customers and Field Engineers via phone and email to schedule and reschedule appointments • Mentor junior team members and provide training on best practices

• Provide courteous, friendly, and accurate support across email, chat, and phone channels. • Resolve consumer inquiries regarding account/orders, product inquiries, subscriptions, promotions, and website navigation. • Maintain GoMacro’s brand voice and uphold The GoMacro Way in every interaction. • Meet or exceed customer care metrics, including accuracy, sentiment, and CSAT. • Navigate Shopify and Shipbob to update orders, process replacements or refunds, and manage order changes. • Coordinate with ShipBob and internal teams regarding damaged, delayed, or missing shipments. • Accurately follow processes for lost-package claims and quality escalations. • Serve as a power user of Gorgias, ensuring correct ticket tagging, categorization, and documentation. • Leverage macros, help docs, resource tools (Grammarly) and SOPs to maintain consistency and efficiency through all consumer communications. • Collect and document quality concerns, including lot numbers, photos, descriptions, timestamps, and purchase details. • Collaborate with Quality Assurance to ensure accurate and timely reporting of product trends. • Participate in team meetings, training sessions, and special projects aimed at improving the consumer experience. • Other duties as assigned by the supervisor.

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 Customer Escalations Representative (CER) I is a member of the Account Operations team. This role involves working with and supporting the Customer Service Organization (CSO) team to ensure continued delivery of exceptional service to our clients. The CER I reviews and resolves client escalations and other complaints and communicates with residents regarding their maintenance experience. What You'll Do: - Identify, research, and resolve customer issues using the company's web-based systems and databases; enter information into databases, ensuring consistency and accuracy - Resolve disputes, escalations, and un-satisfied service confirmations; communicate with other teams to facilitate the timely resolution of escalated work orders - Provide information to leadership, peers and subordinates by telephone, electronically, or in person; serves as the point of contact for escalation and resolution handoff between shifts and/or other offices - Demonstrate professionalism in communication, relationship development, customer service, etc. - 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 What You Should Have: Professional Skills - Customer Service - Advanced - Verbal Communication - Proficient - Written Communication - Proficient - Teamwork – Proficient - Relationships – Proficient - Organizational Awareness - Proficient - Learning Agility - Proficient - Problem Solving – Advanced - Process Orientation – Proficient - Prioritization - Proficient Role Specific Skills - Computer Skills: proficiencies in Microsoft Word, Excel, Outlook are preferred Qualifications - High school diploma required - A minimum of 2-4 years’ experience in customer service call center environment required Other Relevant Qualifications - Associates degree preferred - Flexibility, adaptability and able to juggle multiple projects and priorities in a fast-paced environment - Strong alignment to our company values - Entrepreneurial Spirit, One Team, Passion for Service, and Integrity 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.

Remote Customer Solutions Specialist Location: Remote in AK, AL, AR, AZ, CT, DE, FL, GA, IA, ID, IN, KS, KY, LA, MD, ME, MI, MN, MO, MS, MT, NC, ND, NE, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, VT, WI, WV, or WY Salary: Starting at $25.70 Per Hour Experience: Entry Level Employment Status: Full-Time Job Summary Shift: 9:30 AM – 6 PM ET or local time zone equivalent, Monday through Friday, weekends as needed 60-Day Training Period: 9 AM – 5:30 PM ET or local time zone equivalent, Monday through Friday The Customer Solutions Specialist position is an action-oriented role where critical thinking is required to assist customers by utilizing multiple software tools to navigate customer accounts, research questions, solve problems, and communicate effective solutions. Culture is important to us; we stay connected through video meetings, training sessions, and collaborative forums, and provide opportunities for you to connect with other employees from across the country every day. We only accept W-2 candidates; H-1B sponsorship is not available. Responsibilities - Use best practices when analyzing customer situations, investigating problems, and providing strategic solutions within our business model - Ensure that customers always have the most complete and up-to-date information about the status of their orders - Switch tasks as needed based on the current needs of the department - Partner with other departments within and outside of Customer Solutions to support both the customer and the company - Approach escalated customer situations with care and tact utilizing de-escalation techniques to maintain the relationship and drive towards a resolution - Receive regular feedback from teammates, Team Leaders, and Quality Assurance to continuously fine tune skills and abilities - Foster a team-oriented environment by maintaining a positive, professional attitude in all correspondence both within and outside the company - Be flexible and adapt to change as we continue to grow as a company - Regularly connect via video for one-on-one meetings as well as team meetings - Continue to invest in your own learning and training to enhance your abilities in the role - Provide friendly, efficient, and accurate solutions for customers through phone, live chat, and e-mail with the goal of an excellent customer experience, enhanced customer loyalty, and increased business sales Physical Requirements - Work is performed while sitting/standing and interfacing with a personal computer. - Requires the ability to communicate effectively using speech, vision, and hearing. - Requires the regular use of hands for simple grasping and fine manipulations. - Requires occasional bending, squatting, crawling, climbing, and reaching. - Requires the ability to occasionally lift, carry, push, or pull medium weights, up to 50lbs. Qualifications Experience - Proficiency with Office 365 (Outlook, Word, Excel, PowerPoint) and Windows system/internet navigation required - Excellent verbal and written communication skills; conversational fluency in English required - 40 Words Per Minute (WPM) typing speed required - Consistent 75mbps download/10mbps upload internet speeds are required Education This role does not require a degree. We value relevant skills and experience and alignment with our core values above all else. Desired Traits & Skills - Ability to communicate via phone, chat, and e-mail in a fast-paced environment - Ability to manage multiple priorities and tasks at one time - Ability to understand and adapt to a of variety of personalities and communication styles both inside and outside of the company - Ability to work on a team and independently - Ability to follow through and meet deadlines - Demonstrated ability to think critically and solve complex problems efficiently and effectively - An internal drive to succeed and a desire to learn and grow - A concern for helping others and doing the right thing by them - Innovation and the ability to challenge the status quo - The ability to work a training schedule from 9 AM – 5:30 PM ET during 60-day training, Monday through Friday - The ability to work from 9:30 AM – 6 PM ET post-training, Monday through Friday - The ability to work weekends from 7:30 AM – 4 PM ET once a month, with corresponding weekdays off What we Have to Offer: - A competitive benefits package including paid time off, medical/dental coverage (including telemedicine), 401k match, paid parental leave (based on tenure), and more - Opportunities for growth and professional development - In-depth training on our varying selection of products and the services we offer - Opportunities to collaborate and connect virtually across teams and departments - Full-time training staff - Continuous support through various trainings and available mentorships - A focus on work/life balance