Customer Care Representative

Company
At Spartan Investment Group our mission is to improve lives through our values. We do this by finding value-add and opportunistic investments offering solid returns to our investors providing an opportunity to grow for our partners and creating lasting wealth for everyone with whom we conduct business.
We specifically focus on self-storage (FreeUpStorage) and RV park projects while capitalizing on amazing deals in other asset 2021 we were listed as the 5th fastest growing real estate company in the US and joined the list of the top 100 owners of self-storage. We are members of the Inc. 500 fastest growing private companies in America 3 years in a row and in 2022 we were listed as #40 on the top 100 self-storage operators list.
Mission
The mission of the Customer Care Representative is to deliver an exceptional virtual customer experience while driving sales occupancy and revenue growth across our portfolio of self-storage facilities. LeveragingStoreEasesVirtual Management Operating System (VMOS) and CRM technology this role guides customers from initial inquiry through move-in builds lasting customer relationships and supports efficient virtual operations that contribute to the success of each property.
Outcomes

• Sales Conversion & Targets Convert inbound and outbound leads into rentals achieving or exceeding monthly and quarterly sales targets while maintaining 90% occupancy portfolio-wide.

• Revenue Optimization Achieve at least 80% enrollment in Protection Plans and Auto-Pay through effective sales pitches education and follow-up strategies.

• Customer Experience Deliver a professional solution-oriented experience across all virtual communication channels while maintaining strong customer satisfaction and a 4.5 Google Review rating.

• Lead & Customer Lifecycle Management Manage the customer journey from initial inquiry through move-in conducting timely follow-up via phone email and text achievingat least78% conversion from qualified follow-up leads into rentals.

• Tenant Support & Retention Provide timely professional assistance to existing customers by resolving account questions payment inquiries access issues and service requests while maintaining high customer satisfaction and encouraging long-term retention.

• CRM Accuracy & Reporting Maintain complete and accurate CRM records for 100% of customer interactions leads and conversions generating weekly pipeline and performance reports.

• Cross-Functional Collaboration Communicate recurring customer concerns lead trends operational issues and market feedback with Operations Marketing and Facility teams to improve customer experience support occupancy growth and enhance operational effectiveness.

• Operational Excellence UseStoreEasetechnology to monitor facilities review access logs oversee security systems and promptly identify and escalate maintenance cleanliness or operational concerns achieving 100% compliance with safety and operational standards.

Competencies

• Customer Relationship Management Builds trust quickly through active listening empathy and clear communication creating positive customer experiences that inspire confidence and loyalty.

• Sales Orientation Motivated by achieving goals confidently identifies customer needs overcomes objections and creates value through consultative selling.

• Problem-Solving Quickly assesses situations handles objections and adapts solutions to resolve customer concerns.

• Technical Proficiency Quickly adopts new technology navigates CRM and property management tools with ease and ensures data accuracy.

• Organizational Effectiveness Manages priorities and high call volumes efficiently staying consistent and reliable in meeting commitments and deadlines.

• Adaptability Adjusts quickly to changing priorities new technology and evolving customer needs while maintaining high performance.

Qualifications

• 2 years of experience in sales call center or customer service roles.

• Proficiency with CRM systems prior experience withStorEdgeor VMOS a plus.

• Prior experience in self-storage or property management preferred.

• High school diploma or equivalent required; college coursework in business or related field preferred.

Compensation & Benefits

• Competitive Full Time Hourly Rate: $19- $22per hour.

• Monthlybonus opportunities.

• Employee discounts.

• Comprehensive benefits including 401k with company matching.

• Companypaidhealth vision dental short-term disability and life insurance.

• Paid time off.

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