Home Office - Phone Rep 1

The Storage Group; Columbia Township (MO); Hybrid; USD 28,000 - 34,000; Full time

Job summary

The Storage Group in Columbia, MO is seeking a customer service representative to handle calls on-site, assist customers with storage needs, and guide them through the rental process.

This role requires availability for one weekend day, strong communication, and the ability to address caller inquiries while meeting performance metrics on call volume, conversion, and customer satisfaction.

Qualifications

• Excellent communication and professional greeting skills.
• Ability to handle objections and maintain composure.
• Willingness to work one weekend day and on-site at Columbia, MO.

Responsibilities

• Answer all calls professionally with company name in greeting.
• Guide callers through storage solutions and rental process.
• Complete outbound calls and follow-up as assigned.
• Provide accurate information on hours, features, and benefits.
• Summarize caller information and confirm next steps.
• Meet KPIs for call volume, conversion, and customer satisfaction.

Skills

Call handling

Customer service

Active listening

Communication

Sales skills

Job description

Location: Columbia, MO

On-site position only — No Remote

We also require availability to work one weekend day.

Positions may be full-time (FT) or part-time (PT).

1. Answers all calls in a professional and friendly manner with a pleasant greeting, an offer assistance, and confirmation of help with language like "Sure, I can help you with that." or "Yes, we can do that.".
2. Answers calls with the appropriate company name in the greeting.
3. Complete all outbound calls as assigned.
4. Addresses caller's needs such as needs storage, needs to speak with manager, needs supplies, if a caller asks for something other than storage, the representative must ask "Do you need storage?".
5. Handles calls as trained, following the five agreements, reading the operator notes, overcoming concerns, assuming the sales and creating urgency to complete the highest booking possible.
6. Guide callers through the sales process, understanding their needs and recommending suitable storage solutions.
7. Repeats and/or spells caller’s information back to the caller.
8. Goes over the end of call wrap up such as reviews size held, and the date caller is coming in.
9. Covers rental requirements, office, and access hours as well as features and benefits of renting with us.
10. Receptive to feedback and willing to improve and learn new information.
11. Build positive relationships with callers through active listening and effective communication.
12. Adhere to key performance indicators related to call volume, conversion rates and customer satisfaction.
13. Stay informed about the features, procedures, and benefits of our service to effectively communicate and address caller inquiries.
14. Persuasive and resilient with the ability to handle objections and rejection.
15. Performs other duties as assigned.