[Hiring] Customer Service Representative @Andasol Management, Inc.

Role Description

The Customer Service Representative is the first point of contact for QuikStor clients. Storage operators run their facilities on QuikStor, so when they reach out, a fast, friendly, and clear response matters. The Representative owns each conversation from the first reply, resolves everyday questions and common issues directly, and keeps the client informed until the issue is closed.

• Support runs in Intercom across chat, email, and phone, with tickets routed to the right person.
• Answers how-to and account questions, walks facility staff through common workflows, and resolves routine issues on the spot.
• Recognizes harder technical problems early, gathers facts, and hands them off to Technical Support.
• Success is measured by response times, first contact resolutions, client satisfaction, and quality of handoffs to Technical Support.

Key Responsibilities

• Client Service:
  • Respond to inbound client conversations in Intercom promptly and warmly.
  • Resolve everyday questions directly, including how-to questions, account and login help, and common workflows.
  • Walk facility staff through common tasks step by step, in plain language, over chat, email, or phone.
  • Keep clients updated at every step until the issue is resolved.
  • Recognize urgency and flag anything that affects a facility's ability to operate.
• Triage and Handoff:
  • Gather facts on every issue: who is affected, which facility, what happened, and what the client expected.
  • Identify issues needing Technical Support and hand them off with a complete, well-documented ticket.
  • Route hardware and legacy product cases to the appropriate support team.
  • Stay the client's point of contact on handed-off cases and follow up on progress.
  • Log every client feature request in Intercom.
• Product Knowledge and Documentation:
  • Learn the QuikStor platform through onboarding and recurring feature training sessions.
  • Use help center articles and macros for consistent answers and flag outdated content.
  • Turn recurring questions into suggestions for new help center articles and macros.
• Schedule and Coverage:
  • Work Pacific Time business hours on-site at HQ in El Segundo.
  • Participate in coverage planning for holidays and peak periods.

How Success Is Measured

• First response time against team targets.
• Share of conversations resolved at first contact, without escalation.
• Client satisfaction scores on closed conversations.
• Handoff quality, measured by how often Technical Support can act on a handed-off case without going back to the client.
• Follow-through, with no client left waiting on an update.
• Help center and macro contributions.

Qualifications

• 2 or more years in a customer service role with direct customer contact by chat, email, and phone.
• Hands-on experience with a ticketing or help desk system such as Intercom, Zendesk, Freshdesk, HubSpot Service Hub, or ServiceNow.
• Clear, friendly, and professional written communication and a calm, patient phone presence.
• Ability to manage a busy queue, prioritize, and follow through on every open conversation.
• Comfort learning new software quickly and explaining it to others in plain language.

Preferred Qualifications

• Experience supporting a software product, or in a technical support or help desk environment.
• Self-storage operations experience, or in property management or another operationally critical business.
• Intercom experience.
• Experience writing help center content or customer-facing instructions.

Benefits

• Medical, Dental, Vision, and Life Insurance.
• 401k Retirement Plan.
• Vacation and Sick Time.
• Annual Bonus.
• Employee Assistance Program.
• Education Assistance Program.
• Employee Discount Store.
• Equity Opportunities.
• Discounted Storage.