Onsite Manager - Elanco Self Storage

Garden Spot Communities•Earl Township, PA

12d•Onsite

About The Position

ELANCO Self Storage is seeking an Onsite Manager to lead the daily operations of our new storage facility. The Onsite Manager will establish foundational processes, oversee promotion and advertising of the facility by various means, manage customer interactions, ensure unit turnover and inventory readiness, and provide regular performance reporting to leadership.

Requirements

Proven customer-service experience; experience in property management, retail operations, or self-storage operations preferred.
Strong organizational, written, and verbal communication skills.
Ability to create operational processes and documentation.
Comfortable handling phone/email customer service and basic administrative/billing coordination.
Ability to work independently, prioritize tasks, and escalate issues appropriately.

Nice To Haves

Experience in property management, retail operations, or self-storage operations

Responsibilities

Maintain designated onsite office hours (established at 9:00 AM – 3:00 PM on Monday, Wednesday, and Friday, but flexible based on demand); provide in-person customer support during those times.
Provide a minimum of 20 hours/week as Onsite Manager; hours may be adjusted by agreement.
Promotion of facilities through numerous means: direct contact with local businesses (realtors, NH Business Association, Case New Holland HR, Tyson Food – New Holland, other sizable employers local to New Holland); social media promotion; coordination with GSC creative team on billboard budgeting and placement, local in-person advertising (restaurant placemats, shopping cart ads) as well as local print advertising
Serve as primary point of contact for all customer phone and email inquiries; manage customer communications professionally and promptly
Manage after-hours requests for assistance or emergency demands, either directly or through other means (Garden Spot Communities resources, etc.)
Conduct move-out inspections, verify unit clean-out, and return units to sellable inventory in the storage management system.
Coordinate with the Garden Spot Communities billing office to ensure accurate customer transactions and account management
Oversee buildings and grounds of facility, coordinating any maintenance of structures, systems or landscaping with appropriate resources
Monitor demand for and requests for on-site retail items.
Assist with other duties as assigned to support facility success.
Research and track the self-storage industry and produce a written operations manual outlining best practices, guidelines, and procedures (including move-in/move-out processes, emergency response, and customer service guidelines).
Use customer inquiry trends to develop and maintain a log of FAQs.
Provide written updates to leadership at least bi-weekly (more often as needed). Reports should include: Operational wins and improvements, Operational challenges and barriers, Customer interaction metrics: phone call volume, email volume and response trends, common inquiry list, customer requests/feedback, potential issues, Recommendations for operational adjustments and long-term efficiencies.