Customer Care Representative

FreeUp Storage is a premier self-storage provider committed to delivering exceptional customer service and innovative solutions. We leverage cutting-edge technology to streamline storage operations and provide a seamless experience for both customers and staff.

The Customer Service Representative plays a vital role in delivering exceptional support and driving customer satisfaction. By providing efficient and professional assistance with rentals, lease agreements, and payments, this position directly contributes to the growth and success of our self-storage facilities. Through proactive sales efforts, high-quality customer service, and a customer-first mindset, this role helps to foster long-term customer relationships and support our mission of improving lives through real estate.

Key Results:

• Customer Support & Sales: Assist customers with rentals, lease agreements, payments, and account management via phone, email, and virtual platforms (Call Potential & StorEDGE). Maintain a 4.5+ Customer Satisfaction Score (CSAT) and meet call response time targets.
• Sales & Revenue Growth: Implement strategies to maximize unit occupancy, meet or exceed Protection Plan sales goals, and achieve Auto-Pay enrollment targets to reduce delinquency.
• Customer Engagement & Retention: Handle inquiries professionally, resolve issues efficiently, and drive positive customer experiences through Google reviews and feedback initiatives.
• Operational Accuracy & Compliance: Process rental agreements and payments with 99%+ accuracy, maintain detailed records, and generate reports on customer trends and sales performance.

Competencies:

• Customer-Centric Mindset – Delivers excellent service, quickly resolves issues, and ensures high customer satisfaction and retention.
• Technology Proficiency – Expertly navigates StorEDGE, StoreEase, and VMOS to manage operations, security, and tenant accounts remotely.
• Problem-Solving & Decision-Making – Quickly assesses situations, resolves issues independently, and makes data-driven decisions to optimize operations.
• Operational & Sales Acumen – Drives occupancy, revenue, and Protection Plan sales while maintaining Auto-Pay enrollment and pricing strategies.
• Attention to Detail & Compliance – Maintains accurate records, conducts virtual property audits, and ensures all facilities meet company standards.

Qualifications:

• Education: High school diploma or GED required; college education is a plus.
• Experience: Prior experience in customer service, sales, call center, or property management preferred.
• Strong verbal and written communication skills.
• Ability to multitask and handle a fast-paced call center environment.
• Proficiency in using Call Potential, StorEDGE, and CRM systems.
• Self-motivated with the ability to work independently and as part of a team.

This is a full-time opportunity offering $15 per hour. Hourly position with bonus potential. Health/Dental/Vision benefits. 401K with company contribution. PTO.