Storage Asset Management Hiring for Customer Care Center Agent Seasonal at Remote Full Time

Summary: The Customer Care Center Agent position handles inbound Self Storage inquires via calls, emails, SMS, and text/video chats. Provides an exceptionally positive experience for each customer. Listens and understands the nature of each inquiry, sells solutions and products, provides accurate information, and address all customer questions or concerns.

Essential Duties & Responsibilities:

· Works remotely managing large volumes of customer inquiries (calls, emails, SMS, and text/video chats) from potential and existing customers in an efficient and effective manner

· Identifies customer needs and provides the appropriate solutions to customers

· Researches and resolves customer problems

· Keeps records of customer conversations

· Follows communication scripts

· Books reservations for Self-Storage solutions and facilitates the contactless rental and move-in process.

· Takes opportunities to upsell to customers when appropriate

· Provides support to existing customers – making changes to reservations, answering general questions, helping customers with concerns, and taking storage payments

· Meets/exceeds sales and service goals and maintains pre-defined Key Performance Indicators (KPIs) levels

· Maintains product and procedure knowledge, keeps abreast of changes

· Consistently provides exceptional customer service and professionalism to all our customers

· Attends one-on-one video feedback sessions regarding performance

· Participates in team video meetings to ensure on-going success

· Attends training sessions to continuously improve knowledge and performance

· Maintains a positive, empathetic, and professional attitude toward customers at all times.

· Communicates and coordinates with Store Team members when necessary

· Provides management feedback on the efficiency of the customer service process

Education and/or Experience Requirements:

· 0-2 years of sales or customer service experience preferred

· Prior experience working in a call center and/or Self Storage environment preferred

· Strong communication skills; especially listening

· Ability to display empathy based on various customer situations

· Customer focused

· Ability to multitask

· Ability to stay calm even when presented with challenging or upset customers

· Computer and technology savvy

· Proficiency with MS Office Suite preferred

· High school diploma, general education degree, or equivalent

Language Skills: Must be fluent in speaking and writing the English language.

Work Hours: In a typical week, this position requires a minimum of 20-25 hours during time periods the employee is available to work. Seasonal employees will be scheduled according to business demands. Occasional overtime required. Availability to work some nights, weekends and holidays based on business needs.

Work Environment: This work is performed remotely and requires a designated location free from background noise and distractions. It requires you to appear on live camera for customer interactions and business-related meetings. High speed internet access (100 Mbps minimum) and a secondary means (cell or landline) of communicating with management and other departments (in the event of equipment failure) are also required.

Job Type: Seasonal

Pay: $18.00 per hour

Benefits:

• Work from home

Shift:

• Day shift
• Evening shift

Weekly day range:

• Monday to Friday
• Weekend availability

Work setting:

• Remote

Work Location: Remote