SROA Capital · 1 day ago
Call Center Supervisor - On-Site
West Palm Beach, FL 33405, USA
Full-time
Onsite
Mid, Senior Level
3+ years expSROA Capital is a company that provides affordable self-storage facilities across the United States, emphasizing superior customer service. They are seeking a Call Center Supervisor to coach and mentor the call center team, manage daily operations, and ensure compliance with quality standards while supporting the immediate needs of the team and customers.
Financial ServicesReal Estate InvestmentVenture Capital
Responsibilities
Assist the Contact Center Manager in managing day-to-day operations and serve as a liaison for the Storage Services Specialists
Support QA standards for staff, ensuring calls are compliant with standards, escalating issues as needed, and maintaining communication with customers and management
Monitor attendance of agents to ensure punctuality from lunches and breaks
Serve as a subject matter expert regarding Self-Storage processes, including move-in guidelines, customer satisfaction, payment options, and billing cycle verification
Contribute a culture of accountability, continuous improvement, and personal excellence by coaching and mentoring employees, who may need additional training and/or support
Provide floor support, including escalated calls or to assist in queue busting, as needed and when directed by the manager
Complete regular reports to management and offer new ideas to improve performance at the call center
Develop knowledge and understanding of the entire SROA organization to answer questions and direct calls appropriately; in particular, maintain familiarity with properties, vendors, and fee structures
Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members
Oversee and work with remote employees as needed
Serve as a manager on duty when the manager is out of the office or conduct training for new hires
Coach and mentor call center team to ensure they are adhering to all performance expectations
Qualification
Required
HS Diploma or equivalent required
3+ years in a Contact Center environment, of which 2+ years in a leadership role
Supervisory experience: previous self-storage organization preferred
Microsoft Office knowledge required
Team management experience
Strong organization, communication, and leadership skills
Ability to deal with demanding customers and escalations
Must have a positive outlook, willingness to lead by example, sense of responsibility, and a high level of motivation
Creative Thinking
Flexibility in working hours, including the ability to work nights and weekends
Preferred
Associate's degree is preferred
Supervisory experience: previous self-storage organization preferred
Benefits
UKG Wallet – on-demand pay option
100% paid medical coverage options for employee-only
Dental and vision plans for optimal care
Eight (8) paid holidays
Generous Paid Time Off (PTO), increasing with years of service
Paid Maternity and Parental Leave for growing families
401(k) with substantial employer match and 100% immediate vesting
Flexible Spending Accounts (FSA), Health Savings Accounts (HSA), and Dependent Care Flexible Spending Accounts (DCFSA) for tax-advantaged savings
GAP Insurance for added financial protection
Employer-paid Life Insurance and Short-Term Disability coverage
Long-Term Disability (LTD) coverage for added peace of mind
Pet insurance – because your pets are family too
Storage Discounts to help you declutter and organize
Access to Voluntary Benefits for personalized coverage
Learning and development opportunities to maximize your potential and excel in your career
A great culture that values collaboration, innovation, and inclusivity
Company
SROA Capital
SROA Capital is an investment firm that engages in acquisition and revenue management to provide risk-adjusted returns to its investors.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Robert Buffett
Chief Financial Officer
Miriam Martinez-Sorto, MBA
Chief Marketing and Technology Officer
Recent News
2025-10-27
2025-10-25
Company data provided by crunchbase