REMOTE Phone Representative 1

Storage Mart•Columbia, MO

6d•Remote

About The Position

The Remote Phone Representative I is responsible for answering all incoming calls in a professional and friendly manner, completing assigned outbound calls, and guiding callers through the sales process to recommend suitable storage solutions. This role requires adherence to company procedures, active listening, and effective communication to build positive relationships and meet key performance indicators related to call volume, conversion rates, and customer satisfaction. The representative must stay informed about service features, procedures, and benefits, and be persuasive and resilient in handling objections.

Requirements

Answers all calls in a professional and friendly manner with a pleasant greeting, an offer assistance, and confirmation of help with language like "Sure, I can help you with that." or "Yes, we can do that.".
Answers calls with the appropriate company name in the greeting.
Complete all outbound calls as assigned.
Addresses caller's needs such as needs storage, needs to speak with manager, needs supplies, if a caller asks for something other than storage, the representative must ask "Do you need storage?".
Handles calls as trained, following the five agreements, reading the operator notes, overcoming concerns, assuming the sales and creating urgency to complete the highest booking possible.
Guide callers through the sales process, understanding their needs and recommending suitable storage solutions.
Repeats and/or spells caller’s information back to the caller.
Goes over the end of call wrap up such as reviews size held, and the date caller is coming in.
Covers rental requirements, office, and access hours as well as features and benefits of renting with us.
Receptive to feedback and willing to improve and learn new information.
Build positive relationships with callers through active listening and effective communication.
Adhere to key performance indicators related to call volume, conversion rates and customer satisfaction.
Stay informed about the features, procedures, and benefits of our service to effectively communicate and address caller inquiries.
Persuasive and resilient with the ability to handle objections and rejection.

Responsibilities

Answers all calls in a professional and friendly manner with a pleasant greeting, an offer assistance, and confirmation of help.
Answers calls with the appropriate company name in the greeting.
Complete all outbound calls as assigned.
Addresses caller's needs such as needs storage, needs to speak with manager, needs supplies, and asks "Do you need storage?" if a caller asks for something other than storage.
Handles calls as trained, following the five agreements, reading the operator notes, overcoming concerns, assuming the sales and creating urgency to complete the highest booking possible.
Guide callers through the sales process, understanding their needs and recommending suitable storage solutions.
Repeats and/or spells caller’s information back to the caller.
Goes over the end of call wrap up such as reviews size held, and the date caller is coming in.
Covers rental requirements, office, and access hours as well as features and benefits of renting with us.
Receptive to feedback and willing to improve and learn new information.
Build positive relationships with callers through active listening and effective communication.
Adhere to key performance indicators related to call volume, conversion rates and customer satisfaction.
Stay informed about the features, procedures, and benefits of our service to effectively communicate and address caller inquiries.
Performs other duties as assigned.