[Hiring] Bilingual Customer Experience Specialist @HireLATAM

Role Description

Our client is a premier self-storage operator managing 57 facilities across three states. They pride themselves on a high-performing, remote operational model that balances rigorous systems with genuine human connection. We are seeking a Bilingual Customer Experience Specialist to join our client's tight-knit team. This role is the frontline of our brand, serving as a trusted advisor to tenants during significant life transitions. We are looking for professionals who offer a blend of empathetic support, sales drive, and technical proficiency.

Responsibilities

• Sales & Revenue Growth
  • Lead Conversion & Cart Recovery: Execute outbound "cart abandonment" follow-up cadences on web inquiries and incomplete online rentals, converting prospects into signed leases.
  • Strategic Upselling: Actively guide prospective and current tenants toward the right unit size, tenant protection plans, and ancillary retail products, treating every interaction as a revenue opportunity, not just a transaction.
  • Rate & Term Presentation: Confidently present pricing, promotions, and lease terms, and handle objections in a way that protects facility revenue.
  • Pipeline Ownership: Track your own lead-to-lease conversion activity and report performance to the team throughout the shift.
• Collections & Delinquency Resolution
  • Outbound Collections Calls: Work a structured daily cadence of outbound calls to delinquent accounts, balancing firmness with empathy to secure payment and resolve delinquencies before they escalate to lien or auction stages.
  • Payment Resolution: Negotiate and document payment arrangements within company policy; process payments accurately and keep account ledgers current.
  • Aging Report Ownership: Monitor assigned delinquency aging reports and prioritize outreach by balance and risk level.
  • Escalation & Documentation: Maintain clear, timely notes on every delinquent account and escalate high-risk or unresponsive accounts per protocol.
• Reputation Management
  • Google Review Acquisition: Execute a dedicated workflow confirming tenant satisfaction and proactively soliciting high-quality Google reviews to maintain facility ratings.
• Multi-Channel Support
  • Inbound Communications: Manage a high-volume phone line, SMS, email, and live chat with professional poise and a focus on first-call resolution.
  • Problem Solving: Resolve complex issues involving gate access, billing discrepancies, and account management.
• Operational Support
  • Cross-Functional Tasking: Monitor facility security feeds, process move-in approvals, manage work orders, and coordinate with insurance adjusters on tenant claims.
  • Google Suite Mastery: Maintain high standards of data integrity and documentation within Google Sheets, Docs, and Shared Drives.

Qualifications

• Bilingual Fluency: Professional proficiency in both English and Spanish is mandatory.
• Sales & Collections Aptitude: Demonstrated comfort with outbound calling, objection handling, and holding firm, respectful boundaries in payment conversations.
• Technical Proficiency: Highly skilled in Google Suite and comfortable navigating cloud-based CRM and communication tools.
• Communication Excellence: A proactive communicator who thrives in a remote-minded environment, consistently reporting task status and facility updates to the team throughout the shift.
• Resilience: The ability to remain calm and objective during emotionally charged interactions or high-pressure conversations, collections work included.
• Sales Instinct: A natural ability to identify customer needs and confidently offer solutions that drive value for both the tenant and the business.

Requirements

• Voice/Video Recording is REQUIRED. Your application CANNOT be considered without a voice or video recording. It must be at least 30 seconds long and in English.
• Each application includes knockout questions designed to verify minimum qualifications required by the client. If you answer "NO" to any of these, you will be immediately disqualified from the hiring process.
• To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications.
• Check your SPAM folder for important updates sent via email.

Benefits

• Twelve (12) PTO days are offered per calendar year.