Customer Success Representative (Part-Time)

Position:Customer Success Representative (Part-Time)

Direct Reports: Customer Success Manager

FLSA Classification: Non-Exempt

Location: Wylie, TX (Hybrid)

RecNation RV & Boat Storage acquires, builds and manages specialized RV and Boat storage facilities across the United States. The company was founded to meet the burgeoning storage requirements of the owners of recreational and marine vehicles. The company caters to the needs of the outdoor enthusiast by providing highly secure and professionally maintained facilities that provide superior customer service.

Job Role Summary:

The Customer Success team is responsible for providing a best-in-class customer experience at Recreational Realty. Our Customer Success Representatives serve as the eyes and ears of our team, fielding customer inquiries and providing timely responses to sales opportunities, service requests and customer issues. As a Customer Success team member, you will engage with several teams across multiple functions and will work in a collaborative, fast-paced environment.

Essential Duties and Responsibilities:

• Responds to all incoming telephone calls for Company-wide inquiries
• Connect with a high volume of customers via phone, e-mail, chat, and/or social media to resolve questions or concerns
• Respond to customer inquiries, requests for assistance and/or payment processing
• Maintain the call center database by entering information into company programs
• Assist customers with any technical issues experienced with website or mobile application
• Work to resolve and de-escalate customer issues by researching and exploring answers or alternative solutions in a timely manner
• Collaborate with cross-functional teams and dispatch service requests or incidents to Facility Maintenance, Security and/or Construction
• Escalate interactions when necessary and provide feedback on call issues
• Make timely follow-up calls to leads and identify customer needs, accurately and efficiently
• Interact with new and existing customers via telephone and assess storage needs and/or services
• Promote brand awareness by offering additional storage opportunities and/or services to meet customer needs
• Other assigned duties may include periodic special projects and duties may be assigned based on Company needs and requirements with tight deadlines

Skills:

• 1-2 years of experience working in a call center environment or strong background in customer service and/or retail sales
• Successful record of sales accomplishments and marketing skills in the self-storage or retail industry is preferred
• Demonstrated ability to interface with new and existing customers and maintain effective relationships
• Proven experience navigating conversations with dissatisfied clients, while staying composed and objective
• Demonstrated success in high volume customer environments
• Proven ability to multitask on various projects and competing priorities, while managing time effectively and remaining organized
• Demonstrated ability to work independently in an autonomous environment with limited supervision
• Passion for consultative sales, recommending solutions tailored to each customer
• Experience turning leads into opportunities and upselling/increasing customer benefits
• Proven record of achieving and exceeding established weekly, monthly, quarterly and annual sales goals
• Ability to work, adapt and adjust in a constantly changing and fast-paced environment
• Strong listening and negotiating skills
• Competitive attitude and drive for results
• Excellent verbal and written communication skills
• Proficiency with computer use including relevant software applications such as SiteLink (Property Management System), Zendesk, Microsoft O365 (Microsoft Suite), including Outlook, Teams, SharePoint and Excel, etc.

Education or Certification Requirements:

· High school diploma or equivalent work experience required

Schedule:

· 5.5 hour shifts (Day shift or night shift)

· Monday to Friday availability

· Weekend availability

Location:

· Remote/In Office Hybrid

Physical and Mental Requirements:

• While performing the duties of this job, the employee is regularly required to sit for extended periods of time, use hands and fingers to operate a computer, telephone and keyboard.
• Specific vision abilities required by this job include close vision requirements due to computer work

Work Environment:

• Moderate noise (i.e. business office with computers, phone, and printers, light traffic).
• Ability to sit at a computer terminal for an extended period of time.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

Job Type: Part-time

Pay: $15.00 - $17.00 per hour

Expected hours: 27.5 per week

Benefits:

• Paid training

Schedule:

• Day shift
• Evening shift
• Holidays

Work Location: Hybrid remote in Wylie, TX 75098