Bilingual Customer Experience Representative - Remote

About the role

The Customer Experience Representative (CXR) is a Full-Time position that will report directly to the Contact Center Manager. This individual will play an integral role in executing the overall growth and customer service strategy of Trojan Storage.

Responsibilities

• Delight customers through multichannel communications including phone, email, chat, and video.
• Become proficient in self-storage operations delivering empathetic communications to all our customers practicing First Contact Resolution (FCR).
• Handle and mitigate customer complaints with effective communication and proper documentation.
• Achieve sales metrics on new rentals, leads, and conversion rates through inbound communications.
• Cross sell other products and services to meet the needs of our valued customers.
• Take payments and assist customers with all delinquency needs ensuring proper documentation and compliance.
• Drive performance through keeping efficiency ratios at standards. This includes managing average handle times, response times, and calls handled per day.
• Foster positive relationships with team members and leadership collaborating effectively on initiatives, meetings, and daily interactions.
• Punctuality & Attendance: Adhere to all schedules and meetings on time with no disruption to the contact center environment.
• Be a reliable team member to support operational efficiency and team cohesion.
• Communicate effectively with all internal stakeholders such as site personnel, District Managers, and within the contact center.

Qualifications

• A High School Degree or equivalent.
• Must be located in Texas.
• Bilingual (Spanish) required.
• One year of experience in a contact center environment or customer-support role.
• Phone sales experience preferred.
• Proficiency in chat communication a plus.
• Ability to multi-task and manage time effectively.
• Excellent written and verbal communication skills.
• Experience in conflict resolution and customer sales.