[Hiring] Customer Care & Sales Representative @Spartan Investment Group

Role Description

The mission of the Customer Care & Sales 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

• 2+ 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 50 Mbps download and 50 Mbps upload.
• The ability to connect the company workstation directly to the home modem/router using Ethernet; Wi-Fi is not permitted for required customer voice or video interactions.
• 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, including two computers and two monitors.
• The ability to work the full assigned schedule from the approved workspace without simultaneous childcare, caregiving, household responsibilities, or other activities that interfere with work.
• The ability to meet FUS appearance and on-camera requirements, including wearing the required uniform and appearing on camera for applicable customer interactions and company meetings.
• Remote work eligibility is subject to verification before approval and periodic re-verification.

Benefits

• Competitive Full Time Hourly Rate: $23 - $25 per hour.
• Monthly bonus opportunities.
• Employee discounts.
• Comprehensive benefits including 401k with company matching.
• Company paid health, vision, dental, short-term disability, and life insurance.
• Paid time off.