Customer Service & Escalations Expert

📍 Downtown Boise | Full-Time | In-Office | $20/hr–$22/hr

At OurPetPolicy, we provide property managers with a streamlined platform to track animals on the premises, maintain organized records, and ensure compliance with Fair Housing laws. A key part of our work is verifying reasonable accommodation requests for emotional support and service animals—protecting the rights of those with disabilities while preventing misuse of this benefit by people who do not qualify. 

This is not a typical customer service role. When it comes to emotional support and service animals, misconceptions are common. Your job is to provide clarity and guide applicants through the accommodation request process in line with state and federal guidelines. Strong de-escalation skills are essential when applicants are frustrated or confused about the requirements. You’ll gain the knowledge and expertise essential for handling and communicating these sensitive and often complex topics.

What You’ll Do:

• Review and verify accommodation requests – Collect, review, and verify documentation with healthcare providers, and notify tenants when their documentation is not reliable.
• Stay organized and coordinate with precision – Collaborate with applicants and residents, property managers, and healthcare professionals to keep requests progressing smoothly.
• Communicate with clarity and composure – Whether de-escalating a tense call or answering a quick question, you’ll listen actively and guide applicants toward solutions.
• Work efficiently with technology – Use a CRM (HubSpot) and our proprietary software to manage applications and track correspondence.

Who You Are:

• A strong communicator – Skilled at explaining complex policies with clarity and professionalism, while remaining empathetic and understanding.
• Experienced in high-pressure interactions – Background in customer service, collections, service industry, property management, or a similar field.
• Tech-savvy and detail-oriented – Comfortable learning new software and maintaining accuracy in documentation.
• Team-oriented – Thrive in a collaborative, upbeat office environment.

Why Join OurPetPolicy?

• Great environment – Work in a beautiful downtown Boise office with floor-to-ceiling windows and views of the city and foothills. Business casual dress code.
• Supportive culture – We’ve built a fun, respectful, and collaborative environment in our Boise office. If you enjoy a light-hearted atmosphere and a team that values hard work, you’ll fit right in.
• Career growth – Clear path to leadership within the customer experience team.
• Meaningful work – Protect fair housing rights while ensuring integrity in the accommodation process.

Perks and Benefits:

• 21 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.

Landlord Tech 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.