What are the responsibilities and job description for the Home Office - Phone Rep 2 position at StorageMart | MMS?
Self-storage is one of the fastest growing sectors of the retail sales industry. StorageMart is the largest independent providers of self-storage for business and domestic customers in Canada, the United States and the U.K.
Summary: Responsible for answering and taking phone calls, as trained, in any current and future queues that they have been trained for. Responsible for taking payments as trained, maintaining credit card, and personal security. Reports callers' customer service issues Renting-Reserving-Setting site visits-providing hot leads to our clients with all the information correct and complete as provided by the caller and by performing the following duties.
Duties and Responsibilities include the following. Other duties may be assigned. Essential functions indicated by an asterisk (*).
1. Answers all calls by the 2nd ring, but no more than 3 rings.*
2. Answers all calls in a professional and friendly manner with a pleasant greeting, an offer assistance, and confirmation of help with language like "Sure, I can help you with that." or "Yes, we can do that." or something similar.*
3. Answers calls with the appropriate company name of greeting.*
4. Addresses callers needs such as needs storage, needs to speak with manager, needs supplies, if customer asks for something other than storage, the phone rep must ask "Do you need storage?".*
5. Handles calls as trained, following five agreements, reading the op notes, overcoming concerns, assumes the rez/site visit/hot lead per screen by asking for name and number, creating urgency to rez/visit the unite/site.*
6. Repeats and/or spells callers information back to the caller.*
7. Goes over the end of call wrap up such as reviews size held, and the date caller is coming in.*
8. Covers administration fee, lock, insurance protection plan when applicable, and store hours at end of the call if not covered during store information.*
9. Willingly works with coaches, trainers, and supervisors on a regular basis as well as when needed to improve or learn new information.*
10. Performs the extra duties of opening and/or closing the call center building.*
11. Acts as a fill in supervisor when a regular supervisor is not available.*
12. Coaches other as assigned including: *
14. Performs other duties as assigned.*
15. Runs software like interactive queues as needed to assist the organization with call routing.
16. Performs clerical work on other projects as needed to assist the organization which may include translating, proofreading, providing feedback on training materials, screen checks and/or other projects as needed.
17. Provides feedback about errors, omissions, and other problems when seen.
18. Performs outbound calls for mystery shopping, research, and to help the organization marketing or other special projects as needed.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Language Ability:
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Math Ability:
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Reasoning Ability:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Computer Skills:
To perform this job successfully, an individual should have knowledge of internet software.
Education/Experience:
High school diploma or general education degree (GED); and less than one year related experience or training; or equivalent combination of education and experience.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands; reach with hands and arms; and talk or hear. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, ability to adjust focus, and ability to see color.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Summary: Responsible for answering and taking phone calls, as trained, in any current and future queues that they have been trained for. Responsible for taking payments as trained, maintaining credit card, and personal security. Reports callers' customer service issues Renting-Reserving-Setting site visits-providing hot leads to our clients with all the information correct and complete as provided by the caller and by performing the following duties.
Duties and Responsibilities include the following. Other duties may be assigned. Essential functions indicated by an asterisk (*).
1. Answers all calls by the 2nd ring, but no more than 3 rings.*
2. Answers all calls in a professional and friendly manner with a pleasant greeting, an offer assistance, and confirmation of help with language like "Sure, I can help you with that." or "Yes, we can do that." or something similar.*
3. Answers calls with the appropriate company name of greeting.*
4. Addresses callers needs such as needs storage, needs to speak with manager, needs supplies, if customer asks for something other than storage, the phone rep must ask "Do you need storage?".*
5. Handles calls as trained, following five agreements, reading the op notes, overcoming concerns, assumes the rez/site visit/hot lead per screen by asking for name and number, creating urgency to rez/visit the unite/site.*
6. Repeats and/or spells callers information back to the caller.*
7. Goes over the end of call wrap up such as reviews size held, and the date caller is coming in.*
8. Covers administration fee, lock, insurance protection plan when applicable, and store hours at end of the call if not covered during store information.*
9. Willingly works with coaches, trainers, and supervisors on a regular basis as well as when needed to improve or learn new information.*
10. Performs the extra duties of opening and/or closing the call center building.*
11. Acts as a fill in supervisor when a regular supervisor is not available.*
12. Coaches other as assigned including: *
- Essential Function
14. Performs other duties as assigned.*
15. Runs software like interactive queues as needed to assist the organization with call routing.
16. Performs clerical work on other projects as needed to assist the organization which may include translating, proofreading, providing feedback on training materials, screen checks and/or other projects as needed.
17. Provides feedback about errors, omissions, and other problems when seen.
18. Performs outbound calls for mystery shopping, research, and to help the organization marketing or other special projects as needed.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Language Ability:
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Math Ability:
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Reasoning Ability:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Computer Skills:
To perform this job successfully, an individual should have knowledge of internet software.
Education/Experience:
High school diploma or general education degree (GED); and less than one year related experience or training; or equivalent combination of education and experience.
- Essential Function
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands; reach with hands and arms; and talk or hear. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, ability to adjust focus, and ability to see color.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
