Position Title: Sales Center Assistant Manager

Department: Technology

Reports to: Sales Center Manager

Location: Remote (Candidate must be located in Atlanta)

Travel Requirements: 10%

Status: Full-Time / Salary

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Overall Responsibility: 

Reporting to the Sales Center Manager, the Sales Center Assistant Manager will ensure overall Sales Center sales expectations and objectives are met, as well as strive for continual improvement in process and performance. The Sales Center Assistant Manager will provide leadership and direction to the Sales Center Sales Agents, monitoring and reporting KPIs and sales performance information while working closely with the Operations team. The Sales Center Sales Agents, Leads and Assistant Manager will also be primarily responsible for addressing customer inquiries regarding unit availability, completion of rentals and the completion of additional sales-focused tasks like contacting sales leads and follow-ups. 

Primary Functions:

• Track and analyze trends and data of customer inquiries, sales and concerns and develop resources to assist with these needs in the future; implement protocols and strategies to improve the efficiency and quality of service given
• Assist in evaluating the performance of the Sales Center as a whole daily, weekly, monthly, quarterly and annually; help instigate change as needed
• Perform all of the functions of the Sales Center Agent
• Answering inbound calls and Video Chats from both current and future customers; respond to web chats and texts
  • For future customers, understand their storage needs and make recommendations for applicable storage unit; cross selling products (locks, larger units, etc.)
• Manage automated lead follow-up system for the Sales Center
• Assist the Department Manager in goal setting and adjustment of goals as needed at both the individual Agents and Sales Center
• Lead the scheduling sales center agents based on call volume and time of day evaluations; evaluate call volumes regularly and as needed
• Assist in the management of incentive programs, when applicable
• Lead emergency response to contact tenants in the event of an emergency
• Assist in the hiring and training of Sales Center Agents
• Periodically (weekly, monthly, quarterly and annually) observe Sales Center Agent’s calls in order to gain insight on performance and to aid in giving feedback via coaching opportunities or performance evaluations; provide performance evaluations and reports as requested.
• Checking in daily and communicating with supervisor to receive daily assignments

Required Skills/Abilities:

• Good knowledge of operations, operational reports, and data
• Knowledgeable in Excel, Word, and other Microsoft programs
• Ability to lead a remote team, provide support and direction and train/coach
• Excellent verbal and written communication skills, especially over the phone or virtually
• Excellent organizational skills and attention to detail
• Excellent time management skills with a proven ability to meet deadlines
• Ability to adapt to changing requirements (seasonal business)
• Ability to work in an office/team setting and independently
• Ability to deal with conflict and find resolutions

Education and Experience Requirements:

• Bachelor’s degree in Business Administration, related field or equivalent work experience preferred
• Minimum 2-year call center experience or equivalent required; 3+ preferred
• 3+ years of high-volume sales experience preferred
• Experience working remote required
• Sales certification preferred 

Pay Range: $48,000-$53,000

Schedule: Monday - Friday 11:00am - 8:00pm EST