Customer Service Associate in Bedford, New Hampshire at Bluebird Storage LLC

Job Title: Customer Service Associate

Classification: Non-Exempt

Reporting: Store Manager; Regional Manager

Summary: As a CSA you are the first point of contact for our clients, providing exceptional service and support. Assist customers with inquiries, guide them through the rental process, and ensure a seamless experience from start to finish. Manage phone, online, and in-person communications, processing rentals and maintaining accurate records. A focus on customer satisfaction and problem-solving is essential, as well as a friendly and professional demeanor.

Essential Duties:

• Open and/or close the facility based on shift assignment

• Deliver superior customer service to both new and existing customers, via the phone, online, and in person, by assisting with determination of storage needs, providing tours, and renting storage units

• Utilize effective selling techniques to identify customer needs, proactively offer solutions to appropriate storage units, and drive sales and upsell when appropriate

• Collaborate with team members to meet store goals and ensure consistent customer experience

• Sell related storage merchandise if applicable and relay facility amenities and any ongoing specials

• Assist with tenant issues and/or elevating concerns to management appropriately

• Monitor surveillance cameras to ensure facility is safe and secure and conduct internal external facility walkthrough audits during each shift

• Maintain and clean the facility as needed throughout each shift

• Perform operational procedures through various software programs

• Report any facility maintenance problems, and note inventory needs

• Participate in all training initiatives

• Other duties as assigned

Qualifications:

• High School Diploma or equivalent

• Minimum 1-year experience in retail or sales required

• Experience within the self-storage industry preferred

Other Qualifications:

• Ability to safely and successfully perform essential job functions consistent with the ADA, and other federal, state & local standards - including meeting qualitative and/or quantitative productivity standards

• Ability to maintain reasonably regular, punctual attendance consistent with the ADA, and other federal, state and local standards

• Compliance with all personnel policies

Essential Skills:

• Proficient computer skills, i.e. Microsoft Office (Word, Excel and Outlook) and capacity to learn various proprietary software programs

• Ability to take direction and work independently with little to no supervision at times

• Excellent interpersonal skills, ability to effectively communicate with teammates and customers

• Strong selling skills, with the ability to recommend services to meet customer needs and drive sales

Essential Mental & Physical Requirements:

• Works in an office environment as well as occasional internal and external facility walkthroughs

• Works with guidance from Manager

• Performs several tasks as dictated by facility demands

• Relates information to diverse groups

• Makes independent decisions

• Ability to read and understand instructions and learn established organizational systems

• Must be able to sit, bend, twist, lift (25 lbs.), and move throughout the facility