Team Leader - Customer Experience Representat

Andasol Management, Inc.•El Segundo, CA

About The Position

Trojan Storage is the best self-storage operator in the business with over 40+ locations in the U.S today! Simply put, we have the best people in the workplace with our amazing culture, healthy benefits, and growth opportunities. The Team Leader - Customer Experience Representative (CXR) is a Full-Time position that will report directly to the Contact Center Manager. This pivotal role involves providing essential support to the manager in delivering high-quality management within the contact center, driving impactful results in a dynamic customer service environment. The Team Leader will serve as a proficient subject matter expert in storage operations, demonstrating effective communication skills, and serving as the primary support for contact center team members.

Requirements

High School Degree or equivalent.
3 years of experience in a contact center environment or customer-support role. Self-Storage experienced preferred.
Phone sales experience preferred.
Bilingual (Spanish) preferred.
Proficiency in chat communication a plus.
Ability to multi-task and manage time effectively.
Excellent written and verbal communication skills.
Experience in conflict resolution and customer sales.

Responsibilities

Customer Experience: Delight customers through multichannel communications including phone, email, chat, and video. Become proficient in self-storage operations delivering empathetic communications to all our customers practicing First Contact Resolution (FCR). Handle and mitigate customer complaints with effective communication and proper documentation.
Sales: Achieve sales metrics on new rentals, leads, and conversion rates through inbound communications. Cross sell other products and services to meet the needs of our valued customers.
Collections: Take payments and assist customers with all delinquency needs ensuring proper documentation and compliance.
Efficiency: Drive performance through keeping efficiency ratios at standards. This includes managing average handle times, response times, and calls handled per day.
Teamwork: Foster positive relationships with team members and leadership collaborating effectively on initiatives, meetings, and daily interactions.
Punctuality & Attendance: Adhere to all schedules and meetings on time with no disruption to the contact center environment. Be a reliable team member to support operational efficiency and team cohesion.
Interpersonal Skills: Communicate effectively with all internal stakeholders such as site personnel, District Managers, and within the contact center.
Training: Assists the training & development functions of the contact center training new hires our processes and storage SOPs. Coach and mentor current staff with best practices, tactics, and procedures.
Team Scheduling: Partner with leadership to develop and administer contact center team schedules ensuring optimal coverage and best in class service.
Subject Matter Expert: Be a Trojan Storage knowledge guru that can handle difficult customer complaints, resolve storage operational questions, and be the subject matter expert for the contact center team. Have the ability to manage risk on escalated matters and institute quality control.
Projects & Initiatives: Provide insights and support contact center projects and initiatives that help streamline activities and produce results.
Administration: Supports the department’s administrative functions like voicemails, email logs, commission pay outs, and all other duties assigned.