Position Title: Sales Call Center Lead - Sales Center 

Department: Technology

Reports to: Sales Center Manager

Location: Remote (Candidate must be located in one of our current states of operation: AL, AR, FL, GA, IL, KS, KY, LA, MD, MO, MS, NC, OH, SC, TN, TX, WI)

Travel Requirements: 5%

Status: Full-Time / Hourly

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Overall Responsibility: 

Reporting to the Technology Manager, the Sales Center Sales Agent Lead will ensure overall Sales Center sales expectations and objectives are met, as well as striving for continual improvement in process and performance. The Sales Center Sales Agent Lead 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 and Leads will also be primarily responsible for addressing customer inquiries regarding unit and truck availability, completion of rentals and the completion of additional sales focused tasks like contacting sales leads and follow-ups.

Primary Functions:

·         Checking in daily and communicating with supervisor to receive daily assignments

·         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.)

-         Backing up for Sales Center Service Agents as needed, assisting  with account information, account status inquiries, making payments, issuing gate codes, etc. for current customers

·        Perform various other sales focused tasks including sending call log emails to properties, routing calls to appropriate recipients, contacting leads, etc.

          Scheduling property visits to view units

•        Send call log emails to property

•        Route calls to appropriate recipients (truck rentals, complaints, etc.)

•        Contact leads and manage automated lead follow up system

•        Call supervisors with high priority calls and emails

•        Emergency response to contact tenants in the event of an emergency

•        Stay informed on all platform updates and improvements as they pertain to the Call Center 

Agent role

•        Assist in the hiring and training of Sales Center Agents

•        Set up new properties and disposition properties leaving Absolute management

•        Periodically (weekly, monthly, quarterly and annually) observe Call 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.

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

   • 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
• 1+ years of experience in property management preferred, but not required
• 3+ years of self-storage management experience preferred, but not required
• Experience in office administration required

Physical Requirements:

• The ability to sit for extended periods, including but not limited to 8 hours at a time 
• The ability to sit for prolonged periods working at a desk on a computer 
• The ability to constantly operate a computer and office equipment 
• The ability to communicate, converse with and express information in person, by phone and through other technology

Pay Range: $18.00/HR

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