Customer Experience & Escalations Expert

Customer Service & Escalations ExpertPlease apply via Paylocity at the link below, in addition to Linkedin: Ultra LabsUltra Labs is a U.S.-based business incubator and accelerator specializing in software and tech-driven businesses. We are currently seeking a Customer Service Representative to join our Boise team and support one of our investment startups, LandLord Tech, and its flagship product, OurPetPolicy"”the leading animal management platform used by property management companies nationwide.We are looking for a proactive, self-motivated professional who is passionate about delivering exceptional customer experiences. If you thrive in a fast-paced environment, value collaboration, and seek a long-term opportunity with a company that prioritizes work-life balance, transparency, and employee well-being, we encourage you to apply!Downtown Boise | Full-Time | In-Office | $20/hr-$22/hrAt OurPetPolicy, we provide property managers with a streamlined platform to accurately track animals, maintain organized records, and ensure compliance with Fair Housing laws. Our work involves verifying reasonable accommodation requests for emotional support and service animals, requiring careful review of sensitive topics such as disabilities, health information, tenant rights, and financial obligations"”issues that can be both legally complex and deeply personal for residents.This is not a typical customer service role. When it comes to assistance animals, misinformation can be common among both residents and property managers. Rather than reinforcing incorrect assumptions, youll lead conversations with confidence, clarify misunderstandings, and ensure policies are followed. De-escalation is key when residents are upset, frustrated, or confused. Youll use your expertise to communicate these complex topics with patience, turning tough conversations into solutions that align with Fair Housing laws.What You'll Do:Handle difficult conversations with professionalism - Many tenants call in frustrated, emotional, or even threatening legal action. You must stay calm, communicate clearly, and de-escalate tense situations, offering solutions that align with Fair Housing requirements.Review and verify reasonable accommodation requests - Tenants seeking exemptions for emotional support or service animals under the Fair Housing Act must provide proper documentation. You'll collect, review, and verify this information with healthcare providers and inform tenants when their documentation is not reliable.Communicate with accuracy and empathy - You'll interact with residents, property managers and even healthcare professionals daily, helping facilitate information to keep request processes moving along.Work efficiently with technology - You'll use HubSpot and our proprietary software to track applications, manage communications, and ensure compliance with legal standards.Who You Are:A strong communicator - You can explain complex policies clearly, firmly, and professionally.Experienced in handling high-pressure interactions - Whether from customer service, collections, service industry, property management, or a similar role, you know how to de-escalate tense situations while standing your ground and sticking to policies.Tech-savvy and detail-oriented - You can quickly learn and navigate new software while maintaining accuracy in documentation.Team-oriented - You thrive in a collaborative, upbeat office environment and enjoy working alongside a supportive team.Why Join OurPetPolicy?Work in a stunning office - Our downtown Boise office is covered in windows, offering beautiful views of the city and foothills.A positive, light-hearted atmosphere - We maintain a business casual dress code and a collaborative, supportive work culture that keeps things upbeat, even when conversations get tough.Growth opportunities - This role has a clear path to leadership within our customer experience team.Meaningful work - Help protect fair housing rights for those who truly need them while ensuring integrity in the accommodation process.If you thrive in high-pressure situations, enjoy problem-solving, and want to be part of a dynamic, mission-driven team, we'd love to meet you.Apply now.Perks and Benefits21 days of Paid Time Off (PTO) annually.Paid holidays.Comprehensive benefits, including Medical, Dental, Vision, HSA/FSA, and Life Insurance.401(k) plan with company match.MacBook workstation.Casual Business Attire dress code.Join Our Team!At Ultra Labs, we recognize that each career journey is unique. Our hiring team is committed to ensuring a strong, long-term fit for both our company and our employees. If you are exploring new opportunities, we invite you to apply and connect with us!We are happy to share more about our company culture, history, and successful track record"”let's start a conversation!Ultra Labs is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, or any other protected characteristic.Note: In accordance with federal law, all new hires must provide proof of identity and eligibility to work in the United States and complete the necessary employment verification process upon hire.

Created: 2025-05-31