Customer Experience Agent (English/Spanish Bilingual Preferred)

SmartStop Self Storage, Inc.; California; À distance; USD 22 000 - 25 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Health insurance

Life and Disability Insurances

Ample paid time off

Generous holiday schedule

401(k) + matching

Employee assistance program

Paid employee referral program

Résumé du poste

SmartStop Self Storage, Inc. is seeking a Customer Experience Agent (English/Spanish bilingual preferred). This full-time role can be 100% remote after training, with reporting to the Call Center Director.

You will handle customer inquiries across telephone, email, online chat, or SMS; resolve problems; maintain account records; and use product knowledge to ensure customer satisfaction and retention. The position requires bilingual skills, a high school diploma, and 3+ years of self-storage

Qualifications

• English/Spanish bilingual preferred.
• High school diploma or equivalent.
• Customer service experience required.
• Minimum 3+ years of self-storage management experience.
• Excellent written and verbal communication skills.
• Service-oriented and able to resolve customer grievances.
• Excellent decision-making ability.
• Strong problem-solving skills.
• Proficient in computer skills with the ability to learn new software.
• Ability to function well in an often-stressful environment.

Responsabilités

• Addresses customer inquiries across telephone, email, online chat, or SMS.
• Ensures that appropriate actions are taken to resolve customers problems and concerns.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Uses extensive company and company product knowledge to answer and appropriately address inquiries.
• Performs other related duties as necessary or assigned.

Connaissances

Bilingual EN/ES

Self-storage management

Customer service experience

Communication skills

Problem-solving

Decision-making

Computer skills

Learning new software

Stress tolerance

Formation

High school diploma or equivalent

Description du poste

Why work at SmartStop? SmartStop is a growing organization with tremendous opportunities available. We offer competitive salaries and benefits along with enriching work environments. Ready to join the best team members in the industry?

Leading Together

At SmartStop, each employee brings unique experience and talent to their position and our true strength comes from collaborating and supporting one another. When we work as a team and lead together, we can achieve extraordinary results.

Embracing Change

We are committed to supporting our customers’ changing lives in a warm and welcoming way. We also recognize the importance of change as an organization and, while it is sometimes difficult, it is a necessary part of the process for our company and employees to evolve and grow.

Enhancing Everyone's Journey

We support our employees by providing positive work environments and embracing their individual pursuits. We contribute to the communities where we live and work through active participation in charitable initiatives. Finally, we care for our worldby reducing our impact on the environment.

Customer Experience Agent (English/Spanish Bilingual Preferred)

SmartStop® Self Storage is a diversified real estate company in the self-storage industry, operating in 22 states in the U.S. and three provinces in Canada. In addition, SmartStop was awarded: Newsweek’s Best Customer Service among Storage Center companies three years in a row 2021, 2022 & 2023, Top Workplace of Orange County in 2022 and 2023, and Reputation’s 800 Award in 2023. Come join a winning team!

Voted TOP WORKPLACE 2022 & 2023 by the Orange County Register and our AMAZING employees!

Salary range: $16.00 to $18.00 per hour depending on experience

Customer Experience Agent Job Summary

Position is Full Time (40 hours/week - Some Weekends are Required)

Reporting to the Call Center Director, the Customer Experience Agent manages customer escalation calls by identifying a customer’s needs and providing solutions to their complaints and identifies ways to ensure customer satisfaction and retention.

This job can be 100% remote after training.

Essential Job Functions and Responsibilities

• Addresses customer inquiries and provides service and support across all communication channels to include: telephone, email, online chat, or SMS.
• Ensures that appropriate actions are taken to resolve customers problems and concerns.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Uses extensive company and company product knowledge to answer and appropriately address inquiries.
• Performs other related duties as necessary or assigned.

If you love problem solving and helping customers and have excellent communication skills – this could be the job for you!

Qualifications Needed

• English/Spanish Bilingual Preferred.
• High school diploma or equivalent.
• Customer service experience required.
• Minimum 3+ years of self-storage management experience.
• Excellent written and verbal communication skills including active listening.
• Service-oriented and able to resolve customer grievances.
• Excellent decision-making ability.
• Strong problem-solving skills.
• Proficient in computer skills with the ability to learn new software.
• Knowledge of, or ability to learn, product, service, or area of customer service specialization.
• Ability to function well in an often-stressful environment.

Benefits

• Competitive salary
• Health insurance including medical, dental and vision
• Life and Disability Insurances
• Ample paid time off
• Generous holiday schedule
• 401(k) + matching with no waiting period
• Employee assistance program
• Paid employee referral program

Diversity

SmartStop® Self Storage, is committed to diversity, equity and inclusion. We believe in fostering an environment of inclusion, and seek contributors from all backgrounds to join our dynamic team.