Established in 2020, Mini Mall Storage Properties has been successfully acquiring storage facilities throughout North America with rapid expansion in the United States. We have a team of talented and diverse self-storage experts who span across 12 states and 7 provinces to support and manage our rapid growth across North America. With over 37,000 units and almost 5 million square feet of self-storage space, our goal is to make storage simple and accessible throughout life’s transitions.

The Mini Mall vision is to provide storage seekers with convenience and state-of-the-art technology. As such, we offer affordable storage solutions equipped with industry-leading safety, security, and innovation. With expansive growth comes challenge and opportunity; our talented team is dynamic, diverse, and inclusive. We collaborate effectively across our business functions to achieve our collective goals to redefine the self-storage experience.

WHAT WILL YOU DO?

• Develop materials for and facilitate call center training using a variety of delivery methods, such as digital presentations, how-to manuals, instructional videos, instructor-led training (eg. role-playing), and sidecar learning.
• As part of the Operational Training team, participate in training design sessions to align course development with field training best practices and cohesive messaging.
• Prepare procedures and policies regarding sales techniques and appropriate agent conduct as part of training material and delivery.
• Schedule and facilitate training sessions on various call center topics to prepare and support new employees.
• Train experienced employees on new or updated call center procedures to improve their performance.
• Monitor student progress throughout duration of training, providing coaching and developmental feedback.
• Facilitate transition of students from training to work environment, ensuring competency levels are sufficient.
• Observe the daily operations of call center employees and identify any areas of improvement. Make informed recommendations to the Director, Operational Training and Call Center Manager acting as a subject matter expert in supporting the development of new training material for the call center as needed.
• Refers issues accurately to management when issues are outside of support boundaries or when resolution cannot be confirmed.
• Create, administer, and analyze training effectiveness assessments and/or surveys to measure success of conducted training. Prepare individual or team progress reports.
• Partner with team leaders and managers to conduct on-the-job coaching.
• Ensure employees keep up their productivity and maintain high levels of customer satisfaction by conducting refresher training to address learning gaps and increase engagement.

WHAT WILL YOU NEED?

• Minimum of 2 years’ experience working as a call center trainer or call center team leader/supervisor where training was a significant part of the role.
• Proven experience developing, delivering, and assessing call center training programs within a customer service and sales-oriented environment.
• Passionate about crafting high quality learning experiences and sales call closing techniques.
• Previous experience in Self Storage would be considered a strong asset.
• Ability to provide strong mentorship to personnel in a fast-paced and stressful work environment.
• Ability to structure complex information accurately and in a simplified way with comfort in monitor and assess information retention and adapt delivery methods as needed.
• Additional certification in eLearning software, adult education, and/or training is preferred.
• Familiarity with learning management systems is an asset.
• Excellent knowledge of sales techniques and customer service best practices.
• Understanding of Quality Assurance as it pertains to call centers is considered an asset.
• Strong communication (verbal, written, and listening), interpersonal, and conflict-resolution skills.
• Bachelor's degree or equivalent work experience.

WHAT DO WE OFFER?

We live and breathe our core values. We make a difference and have a positive impact on people. We act responsibility and hold ourselves, and each other, accountable. We are a community with a shared ambition to unify our teams and customers. We act deliberately, and always with integrity and compassion.

With the support from your teammates and senior leadership, you will be empowered to do things differently, grow personally and professionally, and bring your whole self to work. There's no limit to the impact you can make.

We provide a competitive compensation package comprised of a group benefits plan and discretionary profit-sharing program.

We are committed to a safety-first work environment.

What makes us different makes us stronger. We strive to ensure Mini Mall Storage Properties is a great place to work for everyone; where people feel safe, included, inspired, trusted, and supported so they can be — and bring — their best. We're committed to creating a respectful and inclusive workplace where unique perspectives, experiences, backgrounds, cultures, and attributes are valued and utilized to help achieve better results. As an organization with operations across different geographies, we celebrate the fact that our workforce is made up of people with diverse demographics. We are committed to ensuring our workplace is fair, equitable, and free of discrimination and harassment.

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