Sales Center Mentor

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Job Title: Sales Center Mentor

Reports to: Sales Center Supervisor

Direct Reports:
None

Department: Sales Center

Location: Sales Center – Remote

FSLA Status: Non-Exempt/Hourlly

Position Status: Full-Time

Working Schedule: Full Time – Rotating shifts based on business needs (with a 1-hour lunch/subject to change)

Base Salary Range: $19.00 - $22.00

Travel: 0-10%

About Westport Properties

Founded in 1985, Westport Properties (“WPI”) is an owner-operator of self-storage, multifamily and industrial properties across the United States. The Company is a fully integrated operator that develops, acquires, and manages its portfolio as well as providing third-party management services. As of January 2022, WPI has approximately 12 million square feet of self-storage space under management with its US Storage Centers brand and 638 multifamily units, employing approximately 400 people nationwide.

WPI is a founding partner of the 501(c)3 Kure-It, a non-profit organization that raises money for underfunded cancer research, and Charity Storage, a 501(c)3 that uses vacant storage units to raise money for local charities. To date, Kure-It has raised over $12M and Charity Storage has raised over $500K.



Job Summary

The Sales Center Mentor provides general administrative support to the Sales Center Management team and serves as a key training resource by providing training, feedback, motivation, role modeling, and support to all Sales Center team members. This role will be responsible for the training new Sales Center employees and supporting experienced employees to improve their performance. Their duties include creating educational material, conducting training sessions, identifying skills gaps, and ensuring staff members stay motivated.

Additionally, the mentor will be responsible for assisting with the answering incoming calls and/or emails as needed, directing calls/emails to appropriate Company Personnel as well as assist the Sales Center Management team with daily operational and employee tasks as needed.

The qualified person for this position will have excellent knowledge of the sales centers sales process as well as policies and procedures. Additionally, they should have a proven successful track record in a Sales/Call Center agent and/or training role, handling the day-to-day functions and responsibilities while remaining focused on helping the Sales Center Agents build necessary skills and knowledge so they can better support our customers.

The ideal candidate should be a friendly, approachable individual with effective teaching and communication skills and able to maintain good communication and successful reporting relationships with multiple departments, field management, and Company Personnel at all levels.



Essential Duties & Responsibilities

New Hire Training

• Facilitate 2-week training program for all now employees including but not limited to:
• System navigation
• Sales/Customer service call flows and processes
• Company and departmental standard operating procedures
• Departmental metrics and productivity expectations
• Sales/Customer service role play sessions
• Measuring the effectiveness of training sessions and preparing individual or team progress reports
• Assist with developing call centers' education materials, such as digital presentations, how-to manuals, and instructional videos.
• Measuring the effectiveness of training sessions and preparing individual or team progress reports.

• Liaising with supervisors and managers to conduct on-the-job coaching.
• Training experienced employees on new or updated call center procedures to improve their performance.
• Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
• Answering agent questions regarding best practices or difficult calls
• Identifying operational issues and suggesting possible improvements to management
• Monitoring agents’ performance and providing learning and coaching opportunities
• Preparing reports and analyzing data to assist management in the tracking of agent’s weekly, monthly, and quarterly…