Sales Center Service Agent

Overall Responsibilities: Reporting to the Sales Center Manager, the Sales Center Agent’s primary
functions will be to address customer inquiries regarding unit and truck availability, completion of
rentals, and additional sales-focused tasks like contacting leads and follow-ups. Additionally, Sales Center
Agents may complete Virtual Property Manager and Collection duties, based on business needs.

Primary Functions Include:
• Checking in daily and communicating with the supervisor to receive daily assignments
• Working a flexible schedule around property needs, specific to the property, time zone, etc.
• Checking in and communicating with the supervisor a recap at the completion of the day, making
sure to include the activity of what was completed and tasks that are pending; discuss future
coverage assignments
• Answering inbound calls and Video Chats from both current and future customers; respond to
web chats and texts
• For current customers, assisting with account information, account status inquiries,
making payments, issuing gate codes, etc.
• Backing up for Sales Center Agents as needed, understanding the storage needs and
make recommendations for an applicable storage unit for future customers; cross-selling
products (locks, larger units, etc.), backing up the Sales Center Agents as needed
• Scheduling property visits to view units
• Send call log emails to the property
• Route calls to appropriate recipients (truck rentals, complaints, etc.)
• Set up call forwarding
• Complete website audits
• Contact leads and manage automated lead follow-up system
• Complete mystery shop calls and emails
• Call supervisors with high-priority calls and emails
• Emergency response to contact tenants in the event of an emergency
• Stay informed on all platform updates and improvements as they pertain to the Call Center
Agent role
• Successfully complete key functions of the Virtual Property Manager role after it has been
determined that all other coverage resources have been exhausted, as needed; These functions
will include typical property functions like customer service regarding property tours
(rescheduling), assisting with online or phone rentals, collection calls, and more
• Make outbound collection calls to delinquent customers, as needed
• Attend all department meetings
• Other duties as assigned by the supervisor

Skills/Abilities:
Display Absolute Core Values through daily tasks (Leadership, Integrity, Communication,
Excellence & Dedication)
• Excellent professional communication skills – in person, by phone, and in writing
• Excellent interpersonal, negotiation, problem solving and conflict-resolution skills
• Excellent organizational skills and attention to detail; ability to prioritize tasks and follow
schedule; proven ability to meet deadlines
• Ability to act with integrity and professionalism; maintain a professional appearance,
office/background (for virtual call purposes) and demeanor
• Strong analytical and problem-solving skills
• Proficient computer skills
• Ability to prioritize and multi-task including navigating through and using multiple businesses
applications, such as the organization’s tenant rental software and other systems
• Proficient with Microsoft Office Suite or related software
• Ability to work remotely, distraction-free