[Hiring] Customer Care Representative @Spartan Investment Group

Role Description

The mission of the Customer Care Representative is to deliver an exceptional virtual customer experience while driving sales, occupancy, and revenue growth across our portfolio of self-storage facilities. Leveraging StoreEase's Virtual Management Operating System (VMOS) and CRM technology, this role guides customers from initial inquiry through move-in, builds lasting customer relationships, and supports efficient virtual operations that contribute to the success of each property.

Outcomes

• Sales Conversion & Targets: Convert inbound and outbound leads into rentals, achieving or exceeding monthly and quarterly sales targets while maintaining 90%+ occupancy portfolio-wide.
• Revenue Optimization: Achieve at least 80% enrollment in Protection Plans and Auto-Pay through effective sales pitches, education, and follow-up strategies.
• Customer Experience: Deliver a professional, solution-oriented experience across all virtual communication channels while maintaining strong customer satisfaction and a 4.5+ Google Review rating.
• Lead & Customer Lifecycle Management: Manage the customer journey from initial inquiry through move-in, conducting timely follow-up via phone, email, and text, achieving at least 78% conversion from qualified follow-up leads into rentals.
• Tenant Support & Retention: Provide timely, professional assistance to existing customers by resolving account questions, payment inquiries, access issues, and service requests while maintaining high customer satisfaction and encouraging long-term retention.
• CRM Accuracy & Reporting: Maintain complete and accurate CRM records for 100% of customer interactions, leads, and conversions, generating weekly pipeline and performance reports.
• Cross-Functional Collaboration: Communicate recurring customer concerns, lead trends, operational issues, and market feedback with Operations, Marketing, and Facility teams to improve customer experience, support occupancy growth, and enhance operational effectiveness.
• Operational Excellence: Use StoreEase technology to monitor facilities, review access logs, oversee security systems, and promptly identify and escalate maintenance, cleanliness, or operational concerns, achieving 100% compliance with safety and operational standards.

Qualifications

• 3+ years of experience in sales, call center, or customer service roles.
• Proficiency with CRM systems; prior experience with StorEdge or VMOS a plus.
• Prior experience in self-storage or property management preferred.
• High school diploma or equivalent required; college coursework in business or related field preferred.

Requirements

• Remote work is available only to employees who meet and maintain FreeUp Storage's Work From Home requirements.
• A dedicated, private room with a closing door that is used exclusively by the employee during scheduled working hours.
• Reliable home internet with a minimum sustained speed of 250 Mbps download and 50 Mbps upload.
• The ability to connect the company workstation directly to the home modem/router using Ethernet.
• A private, password-protected home network and the ability to comply with all company security, PCI, VPN, and MFA requirements.
• Adequate space and power for the company-provided workstation and equipment.
• The ability to work the full assigned schedule from the approved workspace without simultaneous childcare or other responsibilities.
• The ability to meet FUS appearance and on-camera requirements.
• Remote work eligibility is subject to verification before approval and periodic re-verification.

Benefits

• Competitive Hourly Pay: $20–$22 per hour, full-time, non-exempt.
• Monthly Bonus Opportunities: Opportunity to earn additional compensation through monthly performance-based bonuses.
• Promote Share Program: Opportunity to participate in the long-term success and growth of Spartan's investment portfolio.
• Comprehensive Benefits: Company-paid health, dental, vision, short-term disability, and life insurance.
• 401(k) Retirement Plan: Company matching contributions.
• Cafeteria Plan: Annual reimbursement allowance for a variety of approved expenses.
• Continuing Education: Reimbursement allowance to support continued professional development.
• Paid Time Off: PTO that increases with tenure and 8 paid holidays.
• Performance & Wellness Incentives: Incentive programs that reward performance and personal well-being.