Established in 2020, Mini Mall Storage Properties has been successfully acquiring storage facilities throughout North America with rapid expansion in the United States. We have a team of talented and diverse self-storage experts who span across 15 states and 7 provinces to support and manage our rapid growth across North America. With over 37,000 units and almost 5 million square feet of self-storage space, our goal is to make storage simple and accessible throughout life’s transitions.

The Mini Mall vision is to provide storage seekers with convenience and state-of-the-art technology. As such, we offer affordable storage solutions equipped with industry-leading safety, security, and innovation. With expansive growth comes challenge and opportunity; our talented team is dynamic, diverse, and inclusive. We collaborate effectively across our business functions to achieve our collective goals to redefine the self-storage experience.

WHAT WILL YOU DO?

• Provide inspiring leadership to a team of Customer Care Specialists (CCS), including coaching, training, and performance management.
• Monitor daily operational performance of phone, email, chat and social media queues to optimize service levels.
• Set individual performance goals with team members and assist with achievement.
• Support Call Center Manager in analyzing call centre data and generate insightful business reports/metrics. Make data driven and thoughtful recommendations that contribute to an enhanced customer and CCS experience.
• Create and maintain team members schedules, conduct shift bidding and manage the schedule to ensure adequate staffing, in collaboration with the Customer Care Center leaders.
• Participate in the selection, interview, and training process of new team members.
• Ensure team members understand and comply with all call center objectives, performance standards and processes.
• Demonstrate advanced knowledge of Mini Mall Storage, maintaining a pulse on the business and industry.
• Enhance quality assurance by providing in the moment coaching and call recording reviews.
• Provide Leadership with process and training enhancement suggestions.
• Effectively handle escalations providing a resolution that delivers best in class solutions.
• Support team members to meet and exceed sales targets. Coach on closing techniques, de-escalation and other customer focused best practices.

WHAT WILL YOU NEED?

• Minimum of 2 years’ experience in a supervisory role, within a call center environment.
• Experience leading a team of sales professionals and familiarity with sales and closing fundamentals is a strong asset.
• Tenacious mindset with the ability to lead by example in a fast-paced environment.
• Ability to work outside of conventional business hours when required.
• Proficient in Microsoft Office- specifically Excel, PowerPoint,
• Bilingual English/Spanish is considered an asset.
• Employment references and criminal record check are conducted as part of our selection process but may not be a disqualifying factor.

WHAT DO WE OFFER?

• We live and breathe our core values. We make a difference and have a positive impact on people. We act responsibility and hold ourselves, and each other, accountable. We are a community with a shared ambition to unify our teams and customers. We act deliberately, and always with integrity and compassion.
• With the support from your teammates and senior leadership, you will be empowered to do things differently, grow personally and professionally, and bring your whole self to work. There's no limit to the impact you can make.
• We provide a competitive compensation package comprised of a group benefits plan, 401K Matching Program, and discretionary bonus program for select roles.
• We are committed to a safety-first work environment.

What makes us different makes us stronger. We strive to ensure Mini Mall Storage Properties is a great place to work for everyone; where people feel safe, included, inspired, trusted, and supported so they can be — and bring — their best. We're committed to creating a respectful and inclusive workplace where unique perspectives, experiences, backgrounds, cultures, and attributes are valued and utilized to help achieve better results. As an organization with operations across different geographies, we celebrate the fact that our workforce is made up of people with diverse demographics. We are committed to ensuring our workplace is fair, equitable, and free of discrimination and harassment. Should you require accommodation to participate fully in the recruitment process, please email peopleandculture@minimallstorage.com.

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