Customer Experience Agent (English/Spanish Bilingual Preferred)

SmartStop 3PM; Florida; Remote; USD 22,000 - 25,000; Full time

Benefits offered by this job

Health insurance including medical, d 

Life and Disability Insurances

Ample paid time off

401(k) + matching with no waiting term

Employee assistance program

Paid employee referral program

Job summary

SmartStop Self Storage is seeking a Customer Experience Agent for English/Spanish bilingual support. The role handles inquiries across phone, email, chat, and SMS to resolve issues and boost customer satisfaction.

This is a full-time (40 hours/week) position with some weekends, and the option to work 100% remote after training. Reporting to the Call Center Director, you will maintain customer records, leverage product knowledge, and support retention efforts while delivering excellent service.

Qualifications

• 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.

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.

Skills

Active listening

Communication skills

Problem solving

Computer skills

Education

High school diploma or equivalent

Tools

CRM software

Microsoft Office

Job description

Customer Experience Agent (English/Spanish Bilingual Preferred)

A company that embraces CHANGE while enhancing EVERYONE’S journey.

About SmartStop Self Storage

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

• 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.
• 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.
• Health insurance including medical, dental and vision
• Life and Disability Insurances
• Ample paid time off
• 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.