Job Description
Job Summary
The Remote Customer Service Representative provides exceptional customer support to current and prospective storage customers by phone, email, and other communication channels. The position assists customers with storage rentals, account questions, payments, reservations, access information, and general property-related concerns while delivering a professional and positive customer experience.
Key Responsibilities
Answer incoming customer calls and respond to customer inquiries in a professional and timely manner.
Assist prospective customers with selecting appropriate storage units based on their needs.
Process new storage rentals, reservations, transfers, and move-outs.
Explain rental agreements, pricing, promotions, payment requirements, and facility policies.
Process customer payments and assist with billing or account-related questions.
Update and maintain accurate customer account information in company systems.
Help customers with gate/access questions and provide information regarding facility procedures.
Resolve customer complaints and concerns while maintaining a professional and service-focused approach.
Follow up with customers regarding reservations, rental inquiries, payments, and other account matters.
Communicate with on-site property teams when issues require local assistance.
Maintain detailed and accurate notes regarding customer interactions.
Identify opportunities to retain customers and provide additional services when appropriate.
Follow company policies, procedures, and customer service standards.
Protect customer information and maintain confidentiality while working remotely.
Meet established performance goals for call quality, customer satisfaction, productivity, and response times.
Skills & Qualifications
Excellent verbal and written communication skills.
Strong customer service and problem-solving abilities.
Ability to remain calm and professional when handling difficult customers.
Comfortable working with computers, customer databases, email, and multiple software systems.
Strong attention to detail and organizational skills.
Ability to multitask and manage a high volume of customer interactions.
Self-motivated and able to work independently in a remote environment.
Previous experience in customer service, call centers, sales, property management, hospitality, or a related field is beneficial.
Remote Work Expectations
The representative must maintain a professional, distraction-free workspace, reliable internet connection, and consistent availability during scheduled hours. Strong time management, dependability, and the ability to communicate effectively without direct supervision are essential.