Customer Care Representative

Spartan Investment Group•Lake Stevens, WA

12d•$23 - $25•Remote

About The Position

At Spartan Investment Group, our mission is to improve lives through our values by finding value-add and opportunistic investments. We focus on self-storage (FreeUp Storage) and RV park projects. 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 StoreEase'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.

Requirements

2+ years of experience in sales, call center, or customer service roles.
Proficiency with CRM systems’ prior experience with StorEdge or VMOS a plus.
Prior experience in self-storage or property management preferred.
High school diploma or equivalent required; college coursework in business or related field preferred.

Nice To Haves

Prior experience with StorEdge or VMOS
College coursework in business or related field

Responsibilities

Convert inbound and outbound leads into rentals, achieving or exceeding monthly and quarterly sales targets while maintaining 90%+ occupancy portfolio-wide.
Achieve at least 80% enrollment in Protection Plans and Auto-Pay through effective sales pitches, education, and follow-up strategies.
Deliver a professional, solution-oriented experience across all virtual communication channels while maintaining strong customer satisfaction and a 4.5+ Google Review rating.
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.
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.
Maintain complete and accurate CRM records for 100% of customer interactions, leads, and conversions, generating weekly pipeline and performance reports.
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.
Use StoreEase 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.