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OurPetPolicy · 22 hours ago

Customer Service & Escalations Specialist

Boise, ID

Full-time

Onsite

New Grad, Entry Level

$20/hr - $22/hr

Landlord Tech, Inc., doing business as OurPetPolicy, provides a compliance-focused platform that helps property managers track animals on residential properties. The Customer Service & Escalations Specialist is responsible for guiding applicants through the accommodation request process, responding to inquiries, and handling escalated situations with professionalism and accuracy.

Mobile AppsProperty ManagementSoftware

Responsibilities

Respond to customer inquiries via phone, email, and internal messaging platforms regarding accommodation requests and application status

Review submitted documentation for completeness and reliability in accordance with company procedures and applicable guidelines

Communicate clearly with applicants when documentation is incomplete, inconsistent, or requires follow-up

De-escalate escalated or emotionally charged interactions while maintaining professionalism and neutrality

Coordinate with property managers, applicants, and third-party providers to keep requests moving forward

Accurately document all interactions and actions in the CRM and internal systems

Follow established workflows, escalation protocols, and compliance requirements

Support general administrative and office-related tasks as needed

Qualification

Verbal communicationWritten communicationCustomer service principlesAttention to detailOrganizational skillsDe-escalation skillsSoftware systems proficiencyConfidentiality

Required

Strong verbal and written communication skills, with the ability to explain structured processes clearly and calmly

Ability to remain composed and professional during difficult or high-pressure conversations

Basic understanding of customer service principles, including active listening and issue resolution

High attention to detail and ability to follow documented procedures consistently

Comfort working with multiple software systems, including CRM platforms (training provided)

Strong organizational skills and ability to manage multiple requests simultaneously

Ability to maintain confidentiality and handle sensitive information appropriately

Preferred

Previous experience in customer service, call center support, administrative support, property management, healthcare administration, or service-based roles

Experience handling escalations, complaints, or emotionally charged interactions

Familiarity with regulated or compliance-driven environments is a plus but not required