Customer Experience Agent
Role summary
SmartStop Self Storage is seeking a Customer Experience Agent to manage customer escalation calls, identify customer needs, and provide solutions to complaints to ensure satisfaction and retention. This role involves addressing inquiries across multiple communication channels (telephone, email, chat, SMS), maintaining customer records, and utilizing company/product knowledge. The position requires a high school diploma, customer service experience, a minimum of 3 years in self-storage management, excellent communication and problem-solving skills, computer proficiency, and the ability to work in a stressful environment. The role can be 100% remote after training.
*Think Outside the Box!*
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
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.
- 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
- Medical, dental and vision insurance
- 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.
*Lead Together!*
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