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Lessen · 22 hours ago

Account Representative

Chicago, IL

Full-time

Onsite

New Grad, Entry Level

$45K/yr - $45K/yr

0+ years exp

Lessen is a tech-enabled property service provider transforming real estate services. The Account Representative is responsible for managing client accounts, ensuring satisfaction, and addressing operational challenges while collaborating with internal and external stakeholders.

Online PortalsProperty ManagementReal EstateRental Property

Responsibilities

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%