Customer Service Representative (Remote)

Andasol Management, Inc.•Mokena, IL

1d•$55,000 - $65,000•Remote

About The Position

The Customer Service Representative is the first point of contact for QuikStor clients. Storage operators run their facilities on QuikStor, so when they reach out, a fast, friendly, and clear response matters. The Representative owns each conversation from the first reply, resolves everyday questions and common issues directly, and keeps the client informed until the issue is closed. Support runs in Intercom across chat, email, and phone, and Intercom routes each ticket to the right person. The Representative answers how-to and account questions, walks facility staff through common workflows, and resolves routine issues on the spot. The harder technical problems belong to the Technical Support team; the Representative recognizes them early, gathers the facts, and hands them off so the client never has to repeat themselves. This role keeps the queue moving and the client experience warm and responsive. Success is measured by response times, how many conversations are resolved at first contact, client satisfaction, and the quality of handoffs to Technical Support.

Requirements

2 or more years in a customer service role with direct customer contact by chat, email, and phone
Hands-on experience with a ticketing or help desk system such as Intercom, Zendesk, Freshdesk, HubSpot Service Hub, or ServiceNow
Clear, friendly, and professional written communication and a calm, patient phone presence
Ability to manage a busy queue, prioritize, and follow through on every open conversation
Comfort learning new software quickly and explaining it to others in plain language

Nice To Haves

Experience supporting a software product, or experience in a technical support or help desk environment
Self-storage operations experience, or experience in property management or another operationally critical business
Intercom experience
Experience writing help center content or customer-facing instructions

Responsibilities

Respond to inbound client conversations in Intercom promptly and warmly, within the team response targets
Resolve everyday questions directly, including how-to questions, account and login help, navigating the platform, and common workflows such as move-ins, payments, and reports
Walk facility staff through common tasks step by step, in plain language, over chat, email, or phone
Keep clients updated at every step until the issue is resolved, including when another team is working on it
Recognize urgency and immediately flag anything that affects a facility's ability to operate
Gather the facts on every issue: who is affected, which facility, what happened, what the client expected, and screenshots or examples
Identify issues that need Technical Support and hand them off with a complete, well-documented ticket so the client is never asked to repeat themselves
Route hardware and legacy product cases to the Hardware and Legacy support team
Stay the client's point of contact on handed-off cases, follow up on progress, and close the loop when the issue is resolved
Log every client feature request in Intercom so Product can triage it
Learn the QuikStor platform through onboarding and the recurring feature training sessions, and stay current on each release
Use help center articles and macros to give consistent answers, and flag gaps and outdated content
Turn recurring questions into suggestions for new help center articles and macros
Work Pacific Time business hours on-site at HQ in El Segundo
Participate in coverage planning for holidays and peak periods