Home Office Phone Representative Level 1

About the Company

The employer is a major independent entity in the self-storage industry providing storage solutions for both commercial and residential clients in Canada, the United States, and the United Kingdom.

Position Overview

This role involves managing incoming and outgoing calls to assist customers in finding suitable storage options. It plays a vital role in guiding customers through sales processes, addressing their inquiries, and facilitating bookings to enhance rental conversions. The position is essential for driving customer satisfaction and increasing company revenue through knowledgeable assistance.

Key Responsibilities

• Professionally answer calls with a courteous greeting, including use of the official company name.
• Make assigned outbound calls as required.
• Identify caller needs and confirm interest in storage solutions.
• Follow protocol by reviewing operator notes and effectively overcoming objections.
• Assist customers through the sales funnel by recommending appropriate storage options.
• Confirm and spell back caller information accurately.
• Review booking details at the end of each call.
• Communicate rental guidelines, office and access hours, and benefits clearly.
• Accept feedback constructively and update knowledge accordingly.
• Develop positive rapport with callers using active listening and communication skills.
• Achieve performance goals including call volume targets, conversion rates, and customer satisfaction.
• Stay updated on service features and internal processes.
• Maintain persistence and professionalism when addressing objections.
• Undertake additional duties as assigned.

Candidate Requirements

• A professional and friendly phone manner.
• Strong communication and active listening abilities.
• Capability to handle objections and rejection with resilience.
• Meticulous attention to confirming and verifying caller information.
• Willingness to learn and adapt based on received feedback.

Compensation and Equal Opportunity

Salary and benefits will be determined according to the candidate’s experience and skills. The employer practices equal opportunity employment, celebrating diversity and inclusiveness regardless of race, color, religion, gender identity, sexual orientation, national origin, or other protected categories.

Additional Notes

The recruitment intermediary is not the employer of record; candidates will apply directly to the hiring company through their official hiring system.