Job details

Call Center Manager

The Company

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 is how we make our greatest contribution.

We specifically focus on self-storage projects 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. 5000 fastest-growing private companies in America and in 2023 we were #13 in Denver Business Journals list of top places to work.

Mission

As the Call Center Manager at FreeUp Storage, you will be responsible for leading a team that delivers exceptional customer service, drives sales, and maximizes customer satisfaction. You will oversee seamless virtual interactions, diligent lead follow-up, and ensure a superior experience for both prospective and current tenants. Your primary focus will be to optimize the team’s performance, ensuring the efficient handling of all customer inquiries, promoting sales, and managing key performance metrics across the portfolio of self-storage locations.

Key Results

Ensure that virtual customer inquiries are responded to within 10 seconds.

Achieve a 75%+ conversion rate for autopay enrollments and customer protection plans.

Drive a high conversion rate of leads to rentals and achieve monthly move-in goals across the FreeUp Storage portfolio. (Net Positive Monthly)

Generate 50+ Google reviews per month through exceptional customer experiences.

Main Objectives & Responsibilities

Build and lead a team of Customer Care Representatives to meet or exceed sales and service goals.

Build out and establish SOPs and scripts for the department.

Work closely with our Learning and Development Manager to provide ongoing training in sales techniques, virtual customer service, and best practices to optimize performance.

Identify areas for improvement and provide in the moment training to Customer Care Representatives.

Ensure systematic follow-up on all leads and inquiries, converting them into rentals through virtual counter interactions or phone sales.

Optimize sales performance by reviewing new rental accounts for compliance with mandatory fees and insurance requirements.

Monitor and adjust strategies to improve conversion rates for autopay enrollment, customer protection plans, and other upselling opportunities.

Guarantee exceptional customer care to both new leads and current tenants, ensuring prompt resolution of inquiries and complaints.

Manage escalations and complex issues, fostering long-term relationships with tenants to maintain high retention rates.

Regularly review customer feedback and Google reviews to identify areas for service improvement.

Track and report key performance indicators (KPIs) such as response times, lead conversion rates, sales performance, and customer satisfaction.

Maintain detailed oversight of call center operations, ensuring that emails, phone inquiries, and virtual interactions are handled promptly and effectively.

Present insights to leadership on customer trends, call volumes, and opportunities for process optimization.

Ensure full compliance with company policies, industry regulations, and legal requirements, particularly in customer agreements and financial matters.

Protect customer data, especially in relation to payment and personal information.

Competencies

Customer Focus – A customer-centric approach focused on understanding needs, building rapport, and delivering personalized solutions. Dedication to providing outstanding service and ensuring satisfaction throughout the sales journey.

Sales Acumen – Proficiency in sales techniques, including prospecting, qualifying leads, overcoming objections, and closing sales. A strong understanding of the sales process and the ability to identify opportunities for upselling and cross-selling, particularly in a virtual environment.

Communication Skills – Ability to communicate clearly and effectively through written and verbal communication in a virtual setting. This includes active listening, empathy, and tailoring communication to meet diverse customer needs.

Resilience – Ability to handle rejection, overcome setbacks, and maintain motivation in a virtual sales role. Strong persistence and positivity in pursuit of sales targets and objectives.

Leadership & People Management – Demonstrated leadership abilities to inspire, coach, and lead a diverse team to meet performance targets, ensuring a positive work environment that encourages development and collaboration.

Operational & Analytical Skills – Strong organizational and analytical skills to monitor performance, streamline processes, and manage multiple priorities efficiently.

Qualifications

5 - 7 years of experience working in a call center environment.
2 - 4 years of experience in a call center manager role.
Strong leadership skills and the ability to contribute to recruitment and training efforts.
Proficiency with Insomniac, Call Potential, Lead Managment System (LMS), XPS Solutions.
Flexibility to accommodate operations in different time zones.
Strong understanding of key metrics such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), First Call Resolution (FCR), Average Handling Time (AHT), Call Abandonment Rate, and Conversion Closure Rate.
Bachelor's degree in Business Administration, Management, or related field.