Call Centre Agent

Employment Type: Full-time, Independent Contractor
Work Model: Remote
Work Hours: US Business Hours alignment
Territory Focus: United States

Role Summary

We are seeking a highly experienced and dedicated Call Centre Agent to join our internal customer support team for a well-established self-storage enterprise operating approximately 70 facilities nationwide. This is not a traditional, transactional call center role; you will function as a remote store manager and act as a direct extension of each physical storage facility.
Our organization prioritizes an exceptional, premium customer experience over standard outsourced answering services. Operating seamlessly within our U.S. operations team, you will provide knowledgeable, end-to-end support throughout the customer's rental journey and during their active tenancy. We are looking for an independent professional who can manage interactions from start to finish with confidence and care.

Key Responsibilities

End-to-End Customer Support: Own customer interactions from start to finish, proactively assisting prospective renters, supporting existing tenants, and functioning seamlessly as an extension of our on-site facility managers.
Sales & Lead Conversion: Actively engage with prospective customers over the phone and via email to understand their storage needs, quote accurate rates, and successfully convert incoming leads into secured rentals.
Account Management & Troubleshooting: Resolve billing inquiries, process payments, manage account changes, and troubleshoot tenant issues efficiently to maintain high customer satisfaction and minimize escalations to field staff.
Omnichannel Communication: Deliver premium support across multiple channels, including handling inbound phone calls, responding to customer emails with professional etiquette, and participating in internal or customer-facing video conversations when required.

Required Skills & Qualifications

Industry Experience: Previous experience working within the self-storage industry is an absolute non-negotiable requirement. Candidates must have direct background in a self-storage call center or dedicated customer support environment.
Software Proficiency: Demonstrated hands-on experience utilizing industry-standard self-storage management software (e.g., SiteLink, storEDGE, OpenTech INSOMNIAC, or similar platforms).
Communication Mastery: Excellent spoken and written English. Must possess a strong, professional phone presence, exceptional email etiquette, and the comfort and confidence to appear on video calls with teammates and clients.
Technical Readiness: Excellent overall computer proficiency with a minimum typing speed of 40+ WPM. Must possess a highly professional, distraction-free home office setup equipped with a stable primary internet connection and a reliable backup solution.
Operational Independence: Highly professional with a stable career history. The ideal candidate requires minimal ramp-up time, thrives in a remote environment, and possesses the ability to seamlessly integrate into an established, high-performing operational team.

Success Metrics (KPIs)

Lead Conversion Rate: Consistently converting inbound inquiries and prospective customer leads into active, revenue-generating facility rentals.
First-Contact Resolution: Effectively troubleshooting tenant issues, managing account changes, and resolving billing questions on the first interaction without requiring unnecessary escalation to on-site property managers.
Customer Experience Quality: Maintaining premium service standards across all communication channels (phone, email, video) to ensure exceptional customer satisfaction throughout the entire rental lifecycle.
System Accuracy: Ensuring meticulous, compliant, and accurate updates to customer accounts and facility logs within the designated self-storage software platform.

Call Center Agent - 20367