Job Description

Client Services Representative (CSR)

Job Summary:

The ideal candidate promotes the efficient and customer-centered operation of self-storage and data management properties. They consult with potential and existing customers and provide education and guidance to ensure their self-storage and data management needs are met. They work hard to maintain positive relationships with all existing clients and ensure facilities are kept to the highest standard of cleanliness, safety, and aesthetics.

Responsibilities

- to contribute to the success and growth of your property you will:

Customer Service

Consistently provide outstanding customer service.

Communicate with customers in a professional and friendly manner (Telephone, email, text, in-person).

Whether over the telephone or in person, use consultation-based sales to grow the customer base.

U Ask questions to gain insight into the customer's needs.

U Seek to understand what will bring value to the individual's customer experience.

U Effectively communicate to customers information about products and services that will meet their needs.

U Offer site-unit tours and market features & benefits.

Respond to website reservations & inquiries by reaching out to the customer via telephone or email.

Respond to on data management inquiries & requests received through the website or data management software.

Respond to inquiries, concerns, or challenges of existing customers.

Maintain strong relationships with all customers & stay in-tune to their needs. Identify new customer trends.

Regularly go out on to the site to connect with customers.

Sell merchandise to augment the convenience factor for the customer.

Explain the Rental Agreement and answer any questions.

Firmly but in a professional and friendly manner enforce any rules, regulations, or rental agreement clauses. Explain they are in place for the safety & good order of the property and the customers it serves.

Calmly & professionally resolve conflict.

Provide customers and suppliers with assistance in accessing their storage units.

Maintain customer confidentiality.

Seek customer online reviews.

Participate in corporate marketing programs.

Administrative Functions

Promote the company's best practices.

Help to attain the property's individual merchandise, occupancy, and delinquency goals.

Control delinquencies through regular telephone contact and notifications through email and letters.

Maintain manual and operations logs for petty cash, postage, merchandise counts, reservations, NSF cheques, etc.

Prepare daily bank deposits.

Complete filing as needed.

Prepare month-end reports.

Perform competition shop and analysis.

For Data Management Services perform records management duties: Barcoding, indexing, filing, picking, preparing for delivery, take turns delivering on weekends & holidays, re-filing, pulling for destruction.

Prepare electronic invoices, receipts, and certificates of destruction.

Ensure all data management equipment (hardware, software, etc.) is effectively maintained.

Maintain confidentiality and compliance with customer regulations regarding maintenance of relevant documentation.

Ensure the proper coordination and distribution of documents internally and externally.

Maintenance

Ensure the property office is clean and well-organized.

Clean and/or dust doors, floors, walls, hallways, common surface areas, drive paths, loading bays, walkways, and tenant washrooms. Clean units as they are vacated.

Remove small garbage items left throughout the property (interior/exterior).

Perform lock checks and general property inspections at least twice each day.

Ensure safe access to the site and units. Assist with snow removal from entrances, walkways, and unit doorways as needed.

Create and close maintenance tickets for the maintenance team.

Adhere to all company safety policies and procedures.

Relationships

Reports directly to the Operations Support Specialist. Works with other CSRs, customers, customer representatives, visitors to the property, maintenance personal, and delivery drivers. May interact with contractors.

Skills & Qualities

Outgoing, customer oriented professional.

A clear and professional communicator.

A self-starter who can work with minimal supervision.

Intermediate knowledge of Microsoft Office and/or comparable software.

Data entry experience is an asset.

Excellent communication skills (verbal & written).

Reliable transportation with the ability to work at multiple locations.

Willing and able to perform cleaning duties and work outdoors.

Ability to lift and carry up to 50 lbs.

Open availability throughout the week.

Clean criminal background check.

Education & Experience

A post-secondary education is an asset.

Minimum 2 years related experience in sales, customer service, or data management.

Valid Driver's Licence.
Job Type: Full-time

Pay: $18.00-$19.00 per hour

Additional pay:

Overtime pay
Schedule:

Monday to Friday Overtime Weekends as needed
Work Location: In person