Customer Care Center Agent

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

📋 Description

• Oversee a significant volume of inquiries from both potential and current customers through calls, emails, SMS, and text/video chats.

• Assess customer requirements and deliver suitable solutions.

• Investigate and resolve customer issues effectively.

• Maintain detailed records of customer interactions.

• Adhere to communication scripts.

• Schedule self-storage reservations and facilitate contactless rental and moving processes.

• Upsell products and services to customers when appropriate.

• Assist existing customers with changes to reservations, address general inquiries, and handle concerns and payment issues.

• Aim to meet or surpass sales and service objectives while maintaining established KPI standards.

• Keep up-to-date with product offerings and procedural knowledge.

• Deliver outstanding customer service with a focus on professionalism.

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

• Collaborate and communicate effectively with Store Team members.

• Provide insights to management regarding the efficiency of customer service processes.

⛳️ Requirements

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

• Previous experience in a call center and/or self-storage industry is advantageous.

• Excellent communication skills, particularly in listening.

• Capability to express empathy in various customer scenarios.

• Customer-oriented mindset.

• Ability to handle multiple tasks simultaneously.

• Skill in remaining composed with challenging or upset customers.

• Proficient in technology and computer use.

• Familiarity with the MS Office Suite is preferred.

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

• Must be fluent in both spoken and written English.

• Availability for a minimum of 40 hours per week, with occasional overtime as necessary.

• Flexibility to work some nights, weekends, and holidays based on business requirements.

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

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

• High-speed internet access of at least 100 Mbps.

• A secondary communication method, such as a cell phone or landline, in case of equipment failure.

• Capability to perform various physical tasks including walking, standing, sitting, talking, hearing, close-vision work, driving, color/depth perception, bending/stooping, repetitive motion, keyboarding, using hands, lifting up to 25 lbs., reaching, climbing, and crouching/stooping.

🏝️ Benefits

• Join a dynamic company with a culture that has received awards.

• Enjoy a clear pathway for career advancement within our growing organization.

• Benefit from competitive compensation with potential bonuses.

• Paid holidays and time off.

• Paid maternity and paternity leave.

• Comprehensive healthcare coverage along with a 401(k) plan.

• Short-Term and Long-Term Disability insurance.

• Flexible scheduling options.

• Tuition reimbursement program.

• Dental, health, and vision insurance provided.