Call Center Representative

Job Description

Job Description

The Customer Service - Call Service Representative position is a customer-facing role that carries muchresponsibility. The primary role of this position is to provide customer service to tenants and potentialcustomers within the Storage sector of ASG Management and to maintain the assigned storage facility recordsin accordance with ASGM's best practices.RESPONSIBILITIES INCLUDE● Provide customer service to tenants and potential customers● Maintain the assigned storage facility location(s) records● Provide phone support to Property Managers as needed● Assist the Property Manager with their duties● Perform other duties as assignedCustomer Service:● Answer phone calls – respond to customer questions, process payments, assist with online rentals ofstorage units and U-Haul trucks● Rent storage units – complete rental agreements, autopay forms, insurance paperwork, and any othernecessary documents related to the rental process● Collect and record rent payments for assigned properties● Manage delinquent accounts – make collection phone calls, send texts and emails to tenants● Maintain accurate records of customer accounts – document each interaction in the tenant notessection of the property management software● Implement the lien process per company policy and under the direction of the Director of PropertyManagement – includes timely legal correspondence and collection calls as required● Assist with facility front desk coverage as needed – including managing cash handling and pursuingcollectionsCall Center:● Manage daily call center communications within the company● Demonstrate technical proficiency with call center software● Maintain a clean, organized, and business-like office – clean windows and doors, sweep/vacuum floorsregularly● Maintain comp reports for facilities as assigned● Operate computers, printers, and gate-interface equipment properly – report any operational issues ormaintenance needs to upper management● Enter maintenance needs or customer concerns into Monday.com for follow-up by the maintenanceteam or upper managementProperty Management Support:● Answer rollover phone calls for other storage facility locations – assist with customer questions,payments, online rentals of storage units and U-Haul trucks● Assist other Property Managers with outbound calls as needed● Document all customer interactions in the tenant notes section of WebSelfStorage● Facility checks daily or mobile walk aroundsResponsibilities are not all‑inclusive and may change based on business needs. This position may requiretasks beyond those listed above, as needed by the department.