Customer Care Representative

Company
At Spartan Investment Group our mission is to improve lives through our values. We do this by finding value-add and opportunistic investments offering solid returns to our investors, providing an opportunity to grow for our partners, and creating lasting wealth for everyone with whom we conduct business. 
We specifically focus on self-storage (Free Up Storage) and RV park projects while capitalizing on amazing deals in other asset classes. In 2021, we were listed as the 5th fastest growing real estate company in the US and joined the list of the top 100 owners of self-storage. We are members of the Inc. 500 fastest growing private companies in America 3 years in a row and in 2022, we were listed as #40 on the top 100 self-storage operators list. 
Mission
The mission of the Customer Care Representative is to deliver an exceptional virtual customer experience while driving sales, occupancy, and revenue growth across our portfolio of self-storage facilities. Leveraging Store Ease's Virtual Management Operating System (VMOS) and CRM technology, this role guides customers from initial inquiry through move-in, builds lasting customer relationships, and supports efficient virtual operations that contribute to the success of each property.
Outcomes

• Sales Conversion & Targets – Convert inbound and outbound leads into rentals, achieving or exceeding monthly and quarterly sales targets while maintaining 90%+ occupancy portfolio-wide.

• Revenue Optimization – Achieve at least 80% enrollment in Protection Plans and Auto-Pay through effective sales pitches, education, and follow-up strategies.

• Customer Experience – Deliver a professional, solution-oriented experience across all virtual communication channels while maintaining strong customer satisfaction and a 4.5+ Google Review rating.

• Lead & Customer Lifecycle Management – Manage the customer journey from initial inquiry through move-in, conducting timely follow-up via phone, email, and text, achieving at least 78% conversion from qualified follow-up leads into rentals.

• Tenant Support & Retention – Provide timely, professional assistance to existing customers by resolving account questions, payment inquiries, access issues, and service requests while maintaining high customer satisfaction and encouraging long-term retention.

• CRM Accuracy & Reporting – Maintain complete and accurate CRM records for 100% of customer interactions, leads, and conversions, generating weekly pipeline and performance reports.

• Cross-Functional Collaboration – Communicate recurring customer concerns, lead trends, operational issues, and market feedback with Operations, Marketing, and Facility teams to improve customer experience, support occupancy growth, and enhance operational effectiveness.

• Operational Excellence – Use Store Ease technology to monitor facilities, review access logs, oversee security systems, and promptly identify and escalate maintenance, cleanliness, or operational concerns, achieving 100% compliance with safety and operational standards.

Competencies

• Customer Relationship Management – Builds trust quickly through active listening, empathy, and clear communication, creating positive customer experiences that inspire confidence and loyalty.

• Sales Orientation – Motivated by achieving goals, confidently identifies customer needs, overcomes objections, and creates value through consultative selling.

• Problem-Solving – Quickly assesses situations, handles objections, and adapts solutions to resolve customer concerns.

• Technical Proficiency – Quickly adopts new technology, navigates CRM and property management tools with ease, and ensures data accuracy.

• Organizational Effectiveness – Manages priorities and high call volumes efficiently, staying consistent and reliable in meeting commitments and deadlines.

• Adaptability – Adjusts quickly to changing priorities, new technology, and evolving customer needs while maintaining high performance.

Qualifications

• 2+ years of experience in sales, call center, or customer service roles.

• Proficiency with CRM systems’ prior experience with Stor Edge or VMOS a plus.

• Prior experience in self-storage or property management preferred.

• High school…