Customer Experience Agent; English​/Spanish Bilingual

A company that embraces CHANGE while enhancing EVERYONE’S journey.

About Smart Stop Self Storage

Smart Stop® Self Storage is a diversified real estate company in the self-storage industry, operating in 22 states in the U.S. and three provinces in Canada. In addition, Smart Stop was awarded:
Newsweek’s Best Customer Service among Storage Center companies three years in a row 2021, 2022 & 2023, Top Workplace of Orange County in 2022 and 2023, and Reputation’s 800 Award in 2023. Come join a winning team!

Voted TOP WORKPLACE 2022 & 2023 by the Orange County Register and our AMAZING employees!

Salary range: $16.00 to $18.00 per hour depending on experience

Customer Experience Agent Job Summary

Position is Full Time (40 hours/week - Some Weekends are Required)

Reporting to the Call Center Director, the Customer Experience Agent manages customer escalation calls by identifying a customer’s needs and providing solutions to their complaints and identifies ways to ensure customer satisfaction and retention.

This job can be 100% remote after training.

Essential Job Functions and Responsibilities

• Addresses customer inquiries and provides service and support across all communication channels to include: telephone, email, online chat, or SMS.
• Ensures that appropriate actions are taken to resolve customers problems and concerns.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Uses extensive company and company product knowledge to answer and appropriately address inquiries.
• Performs other related duties as necessary or assigned.

If you love problem solving and helping customers and have excellent communication skills - this could be the job for you!

Qualifications Needed

• High school diploma or equivalent.
• Customer service experience required.
• Minimum 3+ years of self-storage management experience.
• Excellent written and verbal communication skills including active listening.
• Service-oriented and able to resolve customer grievances.
• Strong problem-solving skills.
• Proficient in computer skills with the ability to learn new software.
• Knowledge of, or ability to learn, product, service, or area of customer service specialization.
• Ability to function well in an often-stressful environment.
• Health insurance including medical, dental and vision
• Life and Disability Insurances
• Ample paid time off
• 401(k) + matching with no waiting period
• Employee assistance program
• Paid employee referral program

Diversity

Smart Stop® Self Storage, is committed to diversity, equity and inclusion. We believe in fostering an environment of inclusion, and seek contributors from all backgrounds to join our dynamic team.