Customer Care Agent

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Manage a high volume of incoming customer inquiries via calls, emails, SMS, and text/video chats.

• Assess customer needs and deliver suitable solutions.

• Investigate and resolve customer issues.

• Keep records of customer interactions.

• Adhere to communication scripts.

• Arrange self-storage bookings and facilitate contactless rental and move-in procedures.

• Promote products and solutions when suitable.

• Assist existing customers by modifying reservations, addressing inquiries, resolving issues, and processing storage payments.

• Achieve or surpass sales and service objectives while maintaining established KPI standards.

• Stay informed about product knowledge and operational procedures.

• Deliver outstanding customer service and professionalism.

• Participate in one-on-one video feedback sessions, team video meetings, and training activities.

• Communicate and collaborate with Store Team members.

• Provide management with feedback on the efficiency of customer service processes.

⛳️ Requirements

• 0-2 years of preferred experience in sales or customer service.

• Previous experience in a call center and/or self-storage setting is preferred.

• Excellent communication skills, particularly in listening.

• Ability to show empathy based on various customer circumstances.

• Customer-oriented mindset.

• Capable of multitasking.

• Ability to maintain composure when faced with challenging or upset customers.

• Proficient in computer and technology usage.

• Familiarity with MS Office Suite is preferred.

• High school diploma, general education degree, or equivalent.

• Must be fluent in both spoken and written English.

• Willingness to work a minimum of 40 hours per week, with occasional overtime required.

• Availability to work some evenings, weekends, and holidays based on business requirements.

• Designated remote workspace that is free from background noise and distractions.

• Ability to appear on live camera for customer interactions and business-related meetings.

• High-speed internet access (minimum of 100 Mbps).

• Secondary communication method (cellular or landline) available in case of equipment malfunction.

🏝️ Benefits

• A vibrant company with an award-winning culture.

• A clear pathway for career advancement within our growing organization.

• Competitive compensation with bonus opportunities.

• Paid holidays.

• Paid time off.

• Paid maternity and paternity leave.

• Comprehensive healthcare and 401(k) plan.

• Short-Term & Long-Term Disability insurance.

• Flexible scheduling options.

• Tuition reimbursement.

• Dental insurance.

• Health insurance.

• Vision insurance.