Customer Service Representative

Position Description:

GoldKey Storage and Boathouse is an indoor storage facility that is looking to hire a responsible Customer Service Representative (CSR) to fill the full-time position of CSR2. Our new CSR will work hand in hand with the management team, in running a successful storage facility. The Customer Service Representative manages front desk activities and attracts potential customers by answering product and service questions. They also act as a support agent for the Manager and can process invoices, supervise vendors and fulfill customer needs to ensure full customer satisfaction.

Full employer paid benefits (medical, dental and vision) and matching 401k!

Job Summary:

-Perform office opening and closing procedures

-Provide superior customer service to convert new customer inquiries to rentals

-Maintain a positive, empathetic and professional attitude toward customers at all times

-Manage incoming phone calls and return messages to customers in a timely manner

-Perform collection duties, process lien notices and refer delinquent customers to collections

-Process customer payments, update billing information and accurately prepare daily deposit

-Reconcile financial reports

-Manage sales leads and perform regular inquiry follow up to convert leads to rentals

-Present and rent storage space; Sell insurance and retail merchandise

-Update customer accounts, keeps records of customer interactions and file documents

-Process contracts, cancellations, adjustments, fees, invoices and other related paperwork

-Handle customer complaints, provide appropriate solutions and follow up to ensure timely resolution

-Maintain a balanced cash drawer

-Utilize CRM software to analyze data and prepare reports

-Performs cleaning in the office, facility, restrooms and storage units

-Sort and file away mail & packages, notify customers

-Solicits customer feedback to improve sales and services

-Schedules and supervises all work performed by outside vendors at the direction of the manager

-Monitor market conditions through competitive analysis and adjust rates as needed

-Understand and perform rental rate Increases on a daily basis

-Perform and schedule facility repairs and supervise property maintenance

-Compile and reconcile all weekly rental reports

-Performs other related duties as assigned

Experience Required:

-Minimum Education: High School Diploma or GED, College Degree Preferred

-Minimum 5 years of retail customer service experience

-Proficient in Microsoft Office, Docusign, G-Suite and learning new CRM software

-Storage experience and knowledge a plus

-Proven customer support experience

-Must be available to work weekends and holidays

-Can lift up to 30 lbs and climb a ladder

Desired Attributes and Skills:

-Possess an outgoing, energetic and positive demeanor

-Strong work ethic / Seeks additional responsibility

-Sales skills and the ability to provide superior customer service

-Responsible, dependable, and timely in completion of tasks and reporting

-Well organized with the ability to multitask, prioritize tasks and manage time efficiently

-Strong phone skills and active listening

-Customer oriented and can maintain composure and focus when addressing an adverse situations

-Excellent oral and written communication and presentation skills

-Computer literate and the ability to learn new software as needed

-Team player who works well with others

-Great at prioritizing tasks and works well under pressure with deadlines

-Detail oriented, highly organized and able to produce work in the required timeframe

-Good judgment, thorough follow up on tasks and excellent problem-solving skills

-Enjoys working cooperatively with others and being a team player

-Takes pride in work and driven to give customers the best all-around storage experience

Please email your resume and cover letter to apply for this job opening.