Customer Service Representative - Bilingual Spanish

StoragePRO Management is the nation’s leading independent management company specializing in Self-Storage. They are seeking an experienced bilingual Call Center Representative to assist customers by answering questions, resolving concerns, and maintaining account information in a fully remote position.

Responsibilities:

• Assist current and potential customers by answering questions, taking phone payments, resolving concerns, and maintaining account information. Ensure the appropriate action is taken to resolve customer problems and concerns
• Weekends and Evenings are a must. Must be available 7 days a week
• Engage in active listening with caller, confirm or clarify information and defuse escalation. Build lasting relationships with clients and team members based on trust and reliability
• Understand and meet or exceed call center metrics while providing excellent and consistent customer service
• Maintain customer accounts and records of customer interactions with details of inquiries, complaints, or comments
• Overcome customer objections; follow up on sales leads

Requirements:

• High School graduation or equivalent
• 2 years of experience in customer service and/or call center operations
• Proficient with Microsoft Office Suite (Word, Excel, Outlook)
• Proficient in CRM programs-Hummingbird, SSM, Cloud, Swivl Chat and VOIP phone switchboards
• Bilingual in Spanish
• Excellent analytical and problem-solving skills
• Ability to multi-task and meet strict deadlines
• Team player who can collaborate with other departments
• Ability to remain calm and courteous under pressure
• Excellent verbal and written communication skills with attention to detail, accuracy, and grammar
• Typing at least 35 words per minute
• Strong ability to overcome objections and de-escalate negative responses
• This position requires extensive computer and phone experience while multitasking within several software platforms including chat
• Weekends and evenings are required
• Remote dedicated quiet workspace free of distraction
• Self-motivated to work remotely and as part of a team
• Associate's degree
• Self-Storage experience
• Experience in the storage industry