Team Leader Customer Experience Representat

Team Leader - Customer Experience Representative

Who We Are

Trojan Storage is the best self-storage operator in the business with over 40 locations in the U.S today! Simply put we have the best people in the workplace with our amazing culture healthy benefits and growth opportunities.

Your Benefits:

Full-Time schedules between 8:00AM to 6:00PM (Sunday 8:30AM to 5:00PM)

Medical Dental Vision & Life Insurance 401k Matching Program Vacation Time

Sick Time Monthly Bonuses Annual Bonuses Holiday Pay Referral Program

Discounted Storage Education Assistance Program Employee Assistance Program

Employee Discount Store Work/Life Balance Growth Opportunities Remote Work Opportunities And Much More...

Your Role:

Join our amazing company and start your career in Self-Storage today! The Team Leader - Customer Experience Representative (CXR) is a Full-Time position that will report directly to the Contact Center Manager. This pivotal role involves providing essential support to the manager in delivering high-quality management within the contact center driving impactful results in a dynamic customer service environment. The Team Leader will serve as a proficient subject matter expert in storage operations demonstrating effective communication skills and serving as the primary support for contact center team members.

Your Responsibilities:

• Customer Experience: Delight customers through multichannel communications including phone email chat and video. Become proficient in self-storage operations delivering empathetic communications to all our customers practicing First Contact Resolution (FCR). Handle and mitigate customer complaints with effective communication and proper documentation.
• Sales: Achieve sales metrics on new rentals leads and conversion rates through inbound communications. Cross sell other products and services to meet the needs of our valued customers.
• Collections:Take payments and assist customers with all delinquency needs ensuring proper documentation and compliance.
• Efficiency:Drive performance through keeping efficiency ratios at standards. This includes managing average handle times response times and calls handled per day.
• Teamwork:Foster positive relationships with team members and leadership collaborating effectively on initiatives meetings and daily interactions.
• Punctuality & Attendance:Adhere to all schedules and meetings on time with no disruption to the contact center environment. Be a reliable team member to support operational efficiency and team cohesion.
• Interpersonal Skills:Communicate effectively with all internal stakeholders such as site personnel District Managers and within the contact center.
• Training:Assists the training & development functions of the contact center training new hires our processes and storage SOPs. Coach and mentor current staff with best practices tactics and procedures.
• Team Scheduling: Partner with leadership to develop and administer contact center team schedules ensuring optimal coverage and best in class service.
• Subject Matter Expert:Be a Trojan Storage knowledge guru that can handle difficult customer complaints resolve storage operational questions and be the subject matter expert for the contact center team. Have the ability to manage risk on escalated matters and institute quality control.
• Projects & Initiatives:Provide insights and support contact center projects and initiatives that help streamline activities and produce results.
• Administration:Supports the departments administrative functions like voicemails email logs commission pay outs and all other duties assigned.

Qualifications

• High School Degree or equivalent.
• 3 years of experience in a contact center environment or customer-support role. Self-Storage experienced preferred.
• Phone sales experience preferred.
• Bilingual (Spanish) preferred.
• Proficiency in chat communication a plus.
• Ability to multi-task and manage time effectively.
• Excellent written and verbal communication skills.
• Experience in conflict resolution and customer sales.

Apply today to join one of the fastest growing self-storage operators in the business!

Andasol Management Inc. is an equal opportunity employer. Andasoldoes not discriminate on the basis of race color religion or religious creed national origin or place of origin sex (including pregnancy childbirth breastfeeding or related medical conditions) physical or mental disability age protected military or veteran status sexual orientation gender identity gender expression transgender status genetic information legally protected medical condition marital or domestic partner status status as a victim of domestic violence (including sexual assault or stalking) or any other basis protected by applicable law.

Qualified applicants with criminal histories will be considered for employment consistent with all federal state and local ordinances. We are committed to offering reasonable accommodation to job applicants with disabilities. If you need assistance or an accommodation due to a disability please contact us at