VIRTUAL STORE MANAGER

Summary: This position ensures each storage location under their supervision is maintained in compliance with all company policies, customer needs, and client expectations while supervising the Field Service Representatives.

Essential Duties & Responsibilities:

• Works remotely managing large volumes of customer inquiries (calls, e-mails, SMS, Text/video chats, and social media posts) from potential and existing customers efficiently and effectively.

• Lease all available rental spaces through effective sales presentations, lead follow-ups, and scheduled property tours.

• Meet or exceed revenue and rental objectives through the leasing of storage spaces, insurance/protection offerings, retail merchandise sales, and other ancillary revenue streams applicable to managed stores.

• Meets/exceeds sales and service goals and maintains pre-defined Key Performance Indicators (KPIs) levels.

• Maximize assigned store(s) sales potential and success through consistent collaboration with onsite staff and virtual team associates. Manage receivables to company goals by ensuring timely collections of rent and assessed fees.

• Minimize tenant delinquencies through established Collection practices, following company standards and all applicable government regulations. This includes but is not limited to, past due phone calls (manual and automated), emails, SMS messaging, and U.S. Postal mailings.

• Execution of company requirements for tenant lien and auction procedures following any state-specific guidelines are followed.

• Always provide internal and external customers with outstanding service. Handle all customer inquiries or concerns in a timely & courteous manner.

• Assist with marketing programs for your store(s) per company guidelines or as requested by district and/or regional management.

• Manage Field Service Representatives to ensure work is completed (i.e. confirmation of inventory availability, completion of unit inspections, vacant unit preparation, and security of all spaces).

• Respond promptly to any potential breach of security issues such as unsecured units, unsecured locks, unsecured gates/fencing, evidence of tampering, or suspicious activity.

• Assist with managing the Field Service Representative in response to any tenant maintenance requests, emergency situations, or follow-up procedures (i.e., hasp difficulty, fire, criminal activity, accidents, natural disasters, etc.)

• Coaches Field Service Representatives on the ongoing repairs, maintenance, and Vendor contracts.

• Utilize tenant management software system for processing payments, managing tenant accounts, documentation of tenant notes, generating invoices & balances receipts.

• Ensure compliance and enforcement of all guidance set forth in the Operations Policy & Procedure Manual or any other memo/instruction given to you by the SAM Corporate Team.

• Responsible for performance management of Field Service Representatives through coaching, counseling, performance management and completion of Performance Review documentation

• Participates in the interview process for Field Service Representatives making the final hiring decisions.

• Approve/maintain timecards for Field Service Representatives.

• Maintains a positive, empathetic, and professional attitude toward customers.

• Attend one-on-one video feedback sessions regarding performance and participate in company training opportunities focused on continuous learning and development.

• Lead with integrity, honesty, and knowledge that promotes the culture and values of Storage Asset Management.

• Maintain a valid driver's license and insurance along with access to reliable transportation, necessary for completing essential job duties.

• Utilizes management information tools and analyzes financial reports to identify trends and issues in store performance.

• Monitor competition through the Field Service Representatives and online searches.

• Travel required for this position is 5% due to needing to travel to managed locations once a year

• Other responsibilities and duties as assigned.

Education and/or Experience Requirements:

• High school diploma, general education degree, or equivalent

• Prior experience working in a call center and/or remote Self Storage with Multi unit management preferred.

• Previous supervisory experience preferred

• Strong communication skills; especially listening.

• Ability to handle multiple, simultaneous customer media types (voice, text/video chat, SMS, email, social media).

• Ability to display empathy based on various customer situations and stay calm even when presented with challenging or upset customers.

• Excellent verbal and written communication skills.

• Self-motivated with the ability to work independently.

• Ability to stay calm even when presented with challenging or upset customers.

• Ability to multitask while maintaining a customer-centric approach to daily responsibilities.

• Computer and technology savvy with proficiency in MS Office Suite preferred.

Language Skills: Must be fluent in speaking and writing the English language.

Work Hours: In a typical week, this position requires regular and predictable attendance. Availability to work some nights, weekends, and holidays based on business needs.

Work Environment: This work is performed remotely and requires a designated location free from background noise and distractions. It requires you to appear on live camera for customer interactions and business-related meetings. High-speed internet access (100 Mbps minimum) and a secondary means (cell or landline) of communicating with management and other departments (in the event of equipment failure) are also required. This is a remote position and may be performed from home.

Education

• High School/GED or better

Skills

• Storage Experience
• Sales
• Customer Service

Behaviors

• Enthusiastic: Shows intense and eager enjoyment and interest
• Team Player: Works well as a member of a group
• Dedicated: Devoted to a task or purpose with loyalty or integrity

Motivations

• Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
• Goal Completion: Inspired to perform well by the completion of tasks
• Self-Starter: Inspired to perform without outside help