Self-storage is one of the fastest growing sectors of the retail sales industry. StorageMart is the largest independent providers of self-storage for business and domestic customers in Canada, the United States and the U.K.
Duties and Responsibilities: include the following. Other duties may be assigned.
1. Build, manage, and lead a high-performing customer service operation within StorageMart’s contact center. *
2. Provide leadership and guidance to contact center supervisors and representatives to promote the delivery of exceptional service and promote first-touch resolution. *
3. Handle and resolve escalated customer inquiries and disputes promptly through multiple channels to maintain customer satisfaction and loyalty. *
4. Deliver timely and accurate customer responses through reputation management channels (ex. review dashboards) or direct customer inquiries (ex. emailed requests) to support a positive customer experience. *
5. Coordinate with contact center leadership and StorageMart management to develop strategies for improving customer satisfaction company wide. *
6. Identify opportunities for process improvement and implement changes to enhance the overall customer experience. *
7. Evaluate call quality and identify training needs to enhance customer service performance *
8. Escalate items (ex. customer emails) to StorageMart’s legal department, when necessary.
9. Analyze performance metrics to identify trends and areas for improvement, providing insights and recommendations for optimization.
10. Additional tasks or projects as assigned to support the growth and effectiveness of the SRC and StorageMart’s customer service efforts.

• Denotes essential job function

Basic Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Bachelor’s degree preferred, and at least 5 years of experience in customer service or a related field, demonstrating the ability to manage complex customer service scenarios and lead a team effectively. Additional consideration given to experience in a call center environment.
1. Proven ability to manage customer disputes and resolutions.
2. High proficiency with CRM systems and customer service software.
3. Strong written and verbal communication skills, with the capacity to engage professionally across all levels of the organization and with customers.
4. Ability to work with Microsoft Office at an intermediate level.
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Exerting up to ten pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
2. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers.
3. Prolonged periods sitting at a desk and working on a computer.
4. Visual acuity to perform activities like preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet. This job is performed in an office environment.