Customer Care & Sales Representative

Customer Care & Sales Representative

At Spartan Investment Group our mission is to improve lives through our values. We do this by finding value-add and opportunistic investments offering solid returns to our investors, providing an opportunity to grow for our partners, and creating lasting wealth for everyone with whom we conduct business. We specifically focus on self-storage (FreeUp Storage) and RV park projects while capitalizing on amazing deals in other asset classes. In 2021, we were listed as the 5th fastest growing real estate company in the US and joined the list of the top 100 owners of self-storage. We are members of the Inc. 500 fastest growing private companies in America 3 years in a row and in 2022, we were listed as #40 on the top 100 self-storage operators list.

The mission of the Customer Care & Sales Representative is to deliver an exceptional virtual customer experience while driving sales, occupancy, and revenue growth across our portfolio of self-storage facilities. Leveraging StoreEase's Virtual Management Operating System (VMOS) and CRM technology, this role guides customers from initial inquiry through move-in, builds lasting customer relationships, and supports efficient virtual operations that contribute to the success of each property.

Outcomes:

• Sales Conversion & Targets Convert inbound and outbound leads into rentals, achieving or exceeding monthly and quarterly sales targets while maintaining 90%+ occupancy portfolio-wide.
• Revenue Optimization Achieve at least 80% enrollment in Protection Plans and Auto-Pay through effective sales pitches, education, and follow-up strategies.
• Customer Experience Deliver a professional, solution-oriented experience across all virtual communication channels while maintaining strong customer satisfaction and a 4.5+ Google Review rating.
• Lead & Customer Lifecycle Management Manage the customer journey from initial inquiry through move-in, conducting timely follow-up via phone, email, and text, achieving at least 78% conversion from qualified follow-up leads into rentals.
• Tenant Support & Retention Provide timely, professional assistance to existing customers by resolving account questions, payment inquiries, access issues, and service requests while maintaining high customer satisfaction and encouraging long-term retention.
• CRM Accuracy & Reporting Maintain complete and accurate CRM records for 100% of customer interactions, leads, and conversions, generating weekly pipeline and performance reports.
• Cross-Functional Collaboration Communicate recurring customer concerns, lead trends, operational issues, and market feedback with Operations, Marketing, and Facility teams to improve customer experience, support occupancy growth, and enhance operational effectiveness.
• Operational Excellence Use StoreEase technology to monitor facilities, review access logs, oversee security systems, and promptly identify and escalate maintenance, cleanliness, or operational concerns, achieving 100% compliance with safety and operational standards.

Competencies:

• Customer Relationship Management Builds trust quickly through active listening, empathy, and clear communication, creating positive customer experiences that inspire confidence and loyalty.
• Sales Orientation Motivated by achieving goals, confidently identifies customer needs, overcomes objections, and creates value through consultative selling.
• Problem-Solving Quickly assesses situations, handles objections, and adapts solutions to resolve customer concerns.
• Technical Proficiency Quickly adopts new technology, navigates CRM and property management tools with ease, and ensures data accuracy.
• Organizational Effectiveness Manages priorities and high call volumes efficiently, staying consistent and reliable in meeting commitments and deadlines.
• Adaptability Adjusts quickly to changing priorities, new technology, and evolving customer needs while maintaining high performance.

Qualifications:

• 2+ years of experience in sales, call center, or customer service roles.
• Proficiency with CRM systems' prior experience with StorEdge or VMOS a plus.
• Prior experience in self-storage or property management preferred.
• High school diploma or equivalent required; college coursework in business or related field preferred.

Remote Work Eligibility:

Remote work is available only to employees who meet and maintain FreeUp Storage's Work From Home requirements. Prior to approval, remote employees must demonstrate that they have:

• A dedicated, private room with a closing door that is used exclusively by the employee during scheduled working hours and prevents customer conversations or company information from being seen or overheard by others.
• Reliable home internet with a minimum sustained speed of 250 Mbps download and 50 Mbps upload, with required latency, jitter, and packet-loss standards.
• The ability to connect the company workstation directly to the home modem/router using Ethernet. Wi-Fi is not permitted for required customer voice or video interactions.
• A private, password-protected home network and the ability to comply with all company security, PCI, VPN, and MFA requirements.
• Adequate space and power for the company-provided workstation and equipment, including two computers and two monitors.
• The ability to work the full assigned schedule from the approved workspace without simultaneous childcare, caregiving, household responsibilities, or other activities that interfere with work.
• The ability to meet FUS appearance and on-camera requirements, including wearing the required uniform and appearing on camera for applicable customer interactions and company meetings.

Remote work eligibility is subject to verification before approval and periodic re-verification. Employees who no longer meet the requirements may be required to report to an assigned on-site work location.

Compensation & Benefits:

• Competitive Full Time Hourly Rate: $23 - $25 per hour.
• Monthly bonus opportunities.
• Employee discounts.
• Comprehensive benefits including 401k with company matching.
• Company paid health, vision, dental, short-term disability, and life insurance.
• Paid time off.