Home Office - Phone Rep 2

Self-storage is one of the fastest growing sectors of the retail sales industry. StorageMart is the largest independent providers of self-storage for business and domestic customers in Canada, the United States and the U.K.


Responsible for answering and taking phone calls, as trained, in any current and future queues that they have been trained for. Responsible for taking payments as trained, maintaining credit card, and personal security. Reports callers' customer service issues Renting-Reserving-Setting site visits-providing hot leads to our clients with all the information correct and complete as provided by the caller and by performing the following duties.
Duties and Responsibilities include the following. Other duties may be assigned. Essential functions indicated by an asterisk (*).
1. Answers all calls by the 2nd ring, but no more than 3 rings.*
2. 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." or something similar.*
3. Answers calls with the appropriate company name of greeting.*
4. Addresses callers needs such as needs storage, needs to speak with manager, needs supplies, if customer asks for something other than storage, the phone rep must ask "Do you need storage?".*
5. Handles calls as trained, following five agreements, reading the op notes, overcoming concerns, assumes the rez/site visit/hot lead per screen by asking for name and number, creating urgency to rez/visit the unite/site.*
6. Repeats and/or spells callers information back to the caller.*
7. Goes over the end of call wrap up such as reviews size held, and the date caller is coming in.*
8. Covers administration fee, lock, insurance protection plan when applicable, and store hours at end of the call if not covered during store information.*
9. Willingly works with coaches, trainers, and supervisors on a regular basis as well as when needed to improve or learn new information.*
10. Performs the extra duties of opening and/or closing the call center building.*
11. Acts as a fill in supervisor when a regular supervisor is not available.*
12. Coaches other as assigned including:*
13. Works willingly with TQA trainers, supervisors, and others on a regular basis as well when needed to improve or learn new information*
14. Performs other duties as assigned.*
15. Runs software like interactive queues as needed to assist the organization with call routing.
16. Performs clerical work on other projects as needed to assist the organization which may include translating, proofreading, providing feedback on training materials, screen checks and/or other projects as needed.
17. Provides feedback about errors, omissions, and other problems when seen.
18. Performs outbound calls for mystery shopping, research, and to help the organization marketing or other special projects as needed.
*Essential Function