Customer Service Representative - Bilingual Spanish

STORAGEPRO MANAGEMENT INC•Walnut Creek, CA

2d•$20 - $20•Remote

About The Position

StoragePRO is looking for an experienced bilingual Call Center Representative to join our team. This position is full-time and is 100% remote (work from home). StoragePRO Management is the nation’s leading independent management company specializing in Self-Storage. Headquartered in Walnut Creek, California, we have more than 200 employees and manage over 90 facilities. The company continues to see strong revenue and NOI growth, along with substantial asset value increases from our partners. StoragePRO has a family feel where employees are part of the team. Our culture and opportunities for career growth, has given us the distinction of “To Places to Work” in 2022 and “Best Places to Work” in 2021 and 2024. The responsibilities of the Call Center/Customer Service Rep include: Assist current and potential customers by answering questions, taking phone payments, resolving concerns, and maintaining account information. Ensure the appropriate action is taken to resolve customer problems and concerns. Weekends and Evenings are a must. Must be available 7 days a week. Engage in active listening with caller, confirm or clarify information and defuse escalation. Build lasting relationships with clients and team members based on trust and reliability. Understand and meet or exceed call center metrics while providing excellent and consistent customer service. Maintain customer accounts and records of customer interactions with details of inquiries, complaints, or comments. Overcome customer objections; follow up on sales leads.

Requirements

High School graduation or equivalent, Associate’s degree preferred, and 2 years of experience in customer service and/or call center operations.
Proficient with Microsoft Office Suite (Word, Excel, Outlook)
Hummingbird, SSM, Swivl, and working knowledge of phone systems.
Excellent analytical and problem-solving skills and the ability to multi-task and meet strict deadlines.
Team player who can collaborate with other departments.
Ability to remain calm and courteous under pressure and navigate tense situations, especially during peak call center hours.
Proficient in Microsoft Word/Suite, CRM programs-Hummingbird, SSM, Cloud, Swivl Chat and VOIP phone switchboards.
Remote dedicated quiet workspace free of distraction.
Excellent verbal and written communication skills with attention to detail, accuracy, and grammar.
Typing at least 35 words per minute.
Strong ability to overcome objections, de-escalate negative responses, and be genuinely empathetic while in conversation.
Customers concerns are handled with empathy, positivity, and willingness to meet their needs.
This position requires extensive computer and phone experience while muti tasking within several software platforms including chat.
Self-motivated to work remotely and as part of a team.
Bilingual in English and Spanish.

Nice To Haves

Self-Storage experience a plus.
Self-Storage experience a plus.

Responsibilities

Assist current and potential customers by answering questions, taking phone payments, resolving concerns, and maintaining account information.
Ensure the appropriate action is taken to resolve customer problems and concerns.
Engage in active listening with caller, confirm or clarify information and defuse escalation.
Build lasting relationships with clients and team members based on trust and reliability.
Understand and meet or exceed call center metrics while providing excellent and consistent customer service.
Maintain customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
Overcome customer objections; follow up on sales leads.
Meet goals for selling rentals in the in the storage industry.