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Trojan Storage · 22 hours ago

Team Leader - Customer Experience Representat

El Segundo, CA

Full-time

Onsite

Mid Level

$23/hr - $27/hr

3+ years exp

Trojan Storage is a leading self-storage operator with over 40 locations across the U.S. They are seeking a Team Leader - Customer Experience Representative to provide essential support in managing a contact center and drive results in customer service. The role involves overseeing customer interactions, achieving sales metrics, and fostering teamwork while ensuring operational efficiency.

Self-StorageTransportationWarehousing

Comp. & Benefits

Responsibilities

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

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

Take payments and assist customers with all delinquency needs ensuring proper documentation and compliance

Drive performance through keeping efficiency ratios at standards. This includes managing average handle times, response times, and calls handled per day

Foster positive relationships with team members and leadership collaborating effectively on initiatives, meetings, and daily interactions

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

Communicate effectively with all internal stakeholders such as site personnel, District Managers, and within the contact center

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

Partner with leadership to develop and administer contact center team schedules ensuring optimal coverage and best in class service

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

Provide insights and support contact center projects and initiatives that help streamline activities and produce results

Supports the department’s administrative functions like voicemails, email logs, commission pay outs, and all other duties assigned

Qualification

Customer ExperienceConflict ResolutionPhone SalesBilingual (Spanish)Chat CommunicationTime ManagementWritten CommunicationVerbal CommunicationTeamwork