Interior Services Team Lead

Lessen is one of the fastest growing companies in the real estate services industry. Our proprietary technology platform provides clients with portfolio dashboards, the ability to review and approve project estimates, check in on project progress in real time and pay vendors all in one place! But we aren’t just a tech company. We are also a property service delivery company offering renovations, turns and maintenance to residential and commercial clients. Lessen recently acquired SMS Assist, an industry-leading facilities maintenance technology and delivery company. The new combined national footprint will serve more than 250,000 properties, facilitate approximately 2.5 million repair and maintenance orders, and complete nearly 20,000 renovation and turn projects per year. Lessen has quickly evolved from exciting startup to valued partner, delivering scalable and turnkey property services to our clients.

The Interior Services Team Lead I is responsible for ensuring effective and quality team performance and delivering a service that meets or exceeds customer expectations. They may have a varied scope in terms of team size or complexity of clients/vendors/product type. They are a key interface to the client in the event of dispute or escalation and competent on the use of SMS Assist technology platforms. This role is a first point of entry into a management role in the Service Delivery Management career track.

What You'll Do:

• Train, develop and manage their respective Operations team and its members.
• Carry out the daily performance management of reportees in accordance with agreed KPI’s and SLA’s.
• Monitor and ensure that their teams are in compliance with the guidelines of the Lessen Employee Handbook and departmental requirements. 
• Serve as a point of contact for ensuring team members adhere to proper time and attendance and scheduling/overtime regulations and procedures.
• Collaborate with the Regional Operations Managers to discuss their business on a regular basis, including organizing and conducting regular meetings to ensure efficient operations of their team.
• Play a key relationship building role both as an internal liaison between other departments and as a key contact for external customers. 
• Communicate any process, pricing, invoicing, or performance concerns to Managers when necessary. 
• Effectively communicate internally with the COEs and Corporate Functions to deliver, follow up on, and act on feedback accordingly.
• Use expertise in the scope of work for clients within their area to ensure their team’s understanding of the scope of work.
• Fully understand the Billing process and educate team members when necessary.
• Possess a full understanding of and ability to train others on the company’s systems and processes.
• Foster a positive team environment
• Ensure confidentiality of internal and external data
• Perform ad-hoc projects and other duties as assigned

You Should Have:

• Strong Microsoft product skills. Very strong Excel and spreadsheet skills
• Ability to provide instruction, training and guidance to others
• Ability to motivate and lead others
• Comfortable organizing and leading individual and group meetings
• Proficient in basic people management processes
• Proficient in leading a small team on a day to day basis, within a broader organization structure
• Undergraduate degree / Bachelors preferred
• Demonstrated experience managing and leading individuals and/or
• Previous customer service experience
• Experience in a trade
• Experience in facilities industry small teams
• Professional, relevant examples of solving tough customer issues
• #IND2

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.