Phone Representative
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Job Description
Remote phone representative supporting storage customers. Handling sales calls, recommending storage solutions, and driving bookings through persuasive service.
Responsibilities:
- Answer all calls with a professional and friendly greeting using the appropriate company name
- Complete assigned outbound calls
- Address caller needs and determine whether storage is required
- Follow call-handling procedures, read operator notes, overcome concerns, assume the sale, and create urgency
- Guide callers through the sales process and recommend suitable storage solutions
- Repeat and/or spell caller information back to the caller
- Complete end-of-call wrap-up, including reviewing the size held and caller arrival date
- Explain rental requirements, office and access hours, and service features and benefits
- Build positive relationships with callers through active listening and effective communication
- Meet key performance indicators for call volume, conversion rates, and customer satisfaction
- Stay informed about service features, procedures, and benefits
- Perform other duties as assigned
Requirements:
- Ability to answer calls in a professional and friendly manner
- Ability to complete assigned outbound calls
- Ability to understand caller needs and recommend suitable storage solutions
- Ability to follow trained call-handling procedures, operator notes, and the five agreements
- Ability to explain rental requirements, office and access hours, features, and benefits
- Receptive to feedback and willing to improve and learn new information
- Active listening and effective communication skills
- Ability to meet KPIs related to call volume, conversion rates, and customer satisfaction
- Persuasive and resilient, with the ability to handle objections and rejection
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