• Answers customer requests over the phone or email on various topics across all core functions with a sense of urgency. • Works closely with the Direct Sales Force and broker partners to accurately expedite new business application input with offshore partners • Manages a large portfolio of policies with key responsibilities to include: Communication with the Direct Sales Force and broker partners in regards to policy renewal changes, policy construction & policy distribution • Responsible for managing collection of past due invoices and other policy items for assigned portfolio • Identifies process improvements based on exposure to client issues and concerns that directly impact retention and new business production • Support implementation of Voice of the Customer initiatives in the region

• 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.