Call Center Representative

The Customer Service - Call Service Representative position is a customer-facing role that carries much responsibility. The primary role of this position is to provide customer service to tenants and potential customers within the Storage sector of ASG Management and to maintain the assigned storage facility records in accordance with ASGM's best practices.

• Provide customer service to tenants and potential customers
• Maintain the assigned storage facility location(s) records
• Provide phone support to Property Managers as needed
• Assist the Property Manager with their duties
• Perform other duties as assigned

• Answer phone calls - respond to customer questions, process payments, assist with online rentals of storage units and U-Haul trucks
• Rent storage units - complete rental agreements, autopay forms, insurance paperwork, and any other necessary documents related to the rental process
• Collect and record rent payments for assigned properties
• Manage delinquent accounts - make collection phone calls, send texts and emails to tenants
• Maintain accurate records of customer accounts - document each interaction in the tenant notes section of the property management software
• Implement the lien process per company policy and under the direction of the Director of Property Management - includes timely legal correspondence and collection calls as required
• Assist with facility front desk coverage as needed - including managing cash handling and pursuing collections

• Manage daily call center communications within the company
• Demonstrate technical proficiency with call center software
• Maintain a clean, organized, and business-like office - clean windows and doors, sweep/vacuum floors regularly
• Maintain comp reports for facilities as assigned
• Operate computers, printers, and gate-interface equipment properly - report any operational issues or maintenance needs to upper management
• Enter maintenance needs or customer concerns into  for follow-up by the maintenance team or upper management

• Answer rollover phone calls for other storage facility locations - assist with customer questions, payments, online rentals of storage units and U-Haul trucks
• Assist other Property Managers with outbound calls as needed
• Document all customer interactions in the tenant notes section of Web Self Storage
• Facility checks daily or mobile walk arounds

Responsibilities are not all-inclusive and may change based on business needs. This position may require tasks beyond those listed above, as needed by the department.