Storage Asset Management is a property management and consulting company that specializes in self-storage. With over 70 years of executive industry experience, SAM employs an incredible team of employees on every level. Voted Best Places to work in PA 2021, 2022, 2023, 2024, and 2025!
Storage Asset Management is proud to have over 900 employees at the store, regional and corporate office level.
Summary: The Customer Care Center Agent handles inbound Self Storage inquires via calls, emails, SMS, and text/video chats. Provides an exceptionally positive experience for each customer. Listens and understands the nature of each inquiry, sells solutions and products, provides accurate information, and address all customer questions or concerns.
Benefits of Joining SAM:
- A dynamic company with an award-winning culture
- A clear path for advancement within our thriving company
- Competitive pay with bonus potential
- Paid maternity and paternity leave
- Comprehensive healthcare and 401(k) plan
- Short-Term & Long-Term Disability insurance
Essential functions of the role that can be performed with or without reasonable accommodation.
- Works remotely managing large volumes of customer inquiries (calls, emails, SMS, and text/video chats) from potential and existing customers in an efficient and effective manner
- Identifies customer needs and provides the appropriate solutions to customers
- Researches and resolves customer problems
- Keeps records of customer conversations
- Follows communication scripts
- Books reservations for Self-Storage solutions and facilitates the contactless rental and move-in process
- Takes opportunities to upsell to customers when appropriate
- Provides support to existing customers - making changes to reservations, answering general questions, helping customers with concerns, and taking storage payments
- Meets/exceeds sales and service goals and maintains pre-defined Key Performance Indicators (KPIs) levels
- Maintains product and procedure knowledge, keeps abreast of changes
- Consistently provides exceptional customer service and professionalism to all our customers
- Attends one-on-one video feedback sessions regarding performance
- Participates in team video meetings to ensure on-going success
- Attends training sessions to continuously improve knowledge and performance
- Maintains a positive, empathetic, and professional attitude toward customers at all times
- Communicates and coordinates with Store Team members when necessary
- Provides management feedback on the efficiency of the customer service process
Education and/or Experience Requirements:
- 0-2 years of sales or customer service experience preferred
- Prior experience working in a call center and/or Self Storage environment preferred
- Strong communication skills; especially listening
- Ability to display empathy based on various customer situations
- Ability to stay calm even when presented with challenging or upset customers
- Computer and technology savvy
- Proficiency with MS Office Suite preferred
- High school diploma, general education degree, or equivalent
Language Skills: Must be fluent in speaking and writing the English language.
Work Hours: In a typical week, this position requires a minimum of 40 hours. Occasional overtime required. Availability to work some nights, weekends and holidays based on business needs.
Work Environment: This work is performed remotely and requires a designated location free from background noise and distractions. It requires you to appear on live camera for customer interactions and business-related meetings. High speed internet access (100 Mbps minimum) and a secondary means (cell or landline) of communicating with management and other departments (in the event of equipment failure) are also required.
SAM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.
Preferred
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Sales
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Phone sales
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Phone etiquette
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Customer Service
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
