Job Description

Locations: Malvern, Pennsylvania

Categories: Contact Center

Req ID: 26632

Overview

CubeSmart is looking for a Senior Representative, Sale Center. The Senior Representative will be handling our customers and their Sales and Service needs 80% of their time. The Senior Representative will be extremely well versed in resolving customer concerns while upholding the highest level of customer service.

This role will be remote. Shift Hours are 4 weekdays one weekend shift.

Who we are:

At CubeSmart, we’re intentional about culture. You can experience it everywhere from our mission statement of “genuine care” to our “It’s What’s Inside That Counts” tagline to calling each other “teammates” rather than employees. This spirit fosters a fun and collaborative environment that has resulted in our rapid growth and being recognized amongst the top in our industry.

CubeSmart’s award-winning team is made up of people who genuinely care. Teammates care about our customers and the life events and/or business needs they are facing. Teammates are passionate, responsible and understanding. The CubeSmart team is made up of people who have a can-do attitude, are committed to their own success and the success of the company, and lead by example.

If this sounds like a team and culture that matches your personal values and motivations, we want to hear from you.

Responsibilities

The Senior Representative will be handling our customers and their Sales and Service needs 80% of their time. The Senior Representative will be extremely well versed in resolving customer concerns while upholding the highest level of customer service. Specifically, the Senior Representative will:

• Communicate with customers via the telephone to furnish information requested by our customers.
• Make recommendations based on customer’s storage needs, determine location and availability of units, and complete rental reservation information.
• Answer questions and complaints concerning billing or services rendered, refer complaints to designated departments or stores for investigation.
• Provide outstanding customer service to customers and internal teammates.
• Meet operational performance standards, goals, and metrics.

In addition to exceling in their KPIs, the Senior Representative will also be spending 20% of their time learning some of the Supervisor’s role with tasks such as the following:

• Providing Floor Support for the frontline Sales and Service Representatives
• Handling social media related inquiries
• Aiding our customers reaching out via the website feedback
• Participating in triad coaching sessions to help develop other team members to be their best
• Attending Quality Calibrations
• Participating in new strategic initiatives and special projects

Qualifications

CubeSmart seeks someone for this role who enjoys Customer interaction, helping team members be successful, and driving our overall Sales and Service performance. We want to ensure that our customers both internal and external, are treated with the highest level of courtesy and professionalism.

The successful candidate for the Senior Representative role will have:

• A high school diploma or general education degree (GED).
• A minimum of 2 years prior GM experince at CubeSmart.
• Sales acumen and professional demeanor.
• Strong verbal and written communication skills
• Strong multi-tasking and problem solving skills.
• Ability to work well in a busy environment and meet deadlines.
• Ability to work independently with minimal supervision.
• Ability to follow a call flow and close the sale over the telephone..
• Ability to meet and exceed sales goals.
• Must be flexible with your schedule to meet the needs of the business.