Role Description Join our amazing company and start your career in Self-Storage today! 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. This position will be the front line for new customers rentals as well as handling a variety of customer issues utilizing phone, SMS, chat, and email. The CXR must possess excellent communication and interpersonal skills, as well as be enthusiastic about helping customers and driving satisfaction. Your Responsibilities - Customer Experience: - 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. - Sales: - 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. - Collections: - Take payments and assist customers with all delinquency needs ensuring proper documentation and compliance. - Efficiency: - Drive performance through keeping efficiency ratios at standards. - This includes managing average handle times, response times, and calls handled per day. - Teamwork: - 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. - Interpersonal Skills: - Communicate effectively with all internal stakeholders such as site personnel, District Managers, and within the contact center. Qualifications - High School Degree or equivalent. - Must be located in Texas. - Bilingual (Spanish) required. - 1 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. Benefits - Remote Work Opportunities - Medical, Dental, Vision, & Life Insurance - 401k Matching Program - Vacation Time - Sick Time - Monthly Bonuses - Annual Bonuses - Holiday Pay - Referral Program - Discounted Storage - Education Assistance Program - Employee Assistance Program - Employee Discount Store - Work/Life Balance - Growth Opportunities - Mileage Reimbursement

• Monitors phone queue to ensure proper coverage is maintained at all times. • Utilizes exemplary writing skills to respond to customer emails, live chats, and social media inquiries. • Uses product knowledge to suggest items to customers and properly inform them on product choice. • Responds to all customer voice-mail messages and e-mails within a 24-hour period. • Provides feedback to management regarding current customer service processes and procedures. • Utilizes follow through skills to resolve outstanding customer questions and/or issues. • Understands department procedures to properly inform customers of order status, product availability, and manage customer expectation. • Completes daily administrative projects on time and correctly. • Maintains all quality, productivity, reliability and sales performance standards.

• Handle high amounts of live chat and phone calls • Identify and evaluate customers’ needs to deliver satisfaction • Provide accurate, valid and comprehensive information • Manage complaints, provide proper solutions and options within the time limits; follow up to secure resolution • Follow communication procedures, guidelines, and policies • Go the extra mile to engage customers

• Serve as the client advocate and responsible for client satisfaction based on task ownership and accurate resolution • Manage a high volume of tasks that require leveraging various resources to identify client’s needs • Clarify and communicate information, research issues, and provide effective resolution while keeping client satisfaction core • Become proficient in all knowledge base requirements to resolve clients’ needs as efficiently as possible • Maintain appropriate documentation of conversations in designated system to ensure handoff continuity and client profile accuracy • Dispatch available vehicles to clients across all regions on an inbound basis • Effectively communicate to the client how to use any of our client facing tools