SpareBox Storage
Customer Service Manager
Englewood, CO | $80K - $128K
Qualifications
- 3+ years in a coordinating role for a growing or busy company
- Highly organized, methodical, and detail-oriented
- Excellent verbal and written communication
- Exceptional customer service instincts and ability to deescalate stressful situations
- A desire to grow and contribute to a quickly growing organization
- Comfort with learning and utilizing new software systems and web applications
- Able to travel internationally quarterly
- Ability to thrive in a fast-paced and dynamic environment
- Passionate about working hard and committed to making things the best they can be
Responsibilities
- As a Customer Service Manager, each day will present a new set of exhilarating tasks
- Step into a role where you'll be the driving force behind the success of our customer service operations
- Collaborating closely with our call center and operations teams, you'll take ownership of customer service management
- From monitoring individual call quality to implementing coaching programs, you are the architect of an exceptional customer service journey, charting the course toward excellence
- Envision the satisfaction of knowing your efforts directly contribute to the satisfaction of our customers and the reputation of SpareBox Storage
- Overview: As the Customer Service Manager at SpareBox Storage, you will play a pivotal role in enhancing our customer experience and driving the performance of our Customer Service world
- This position involves helping to manage a team of 22 agents and 4 support team members, overseeing day-to-day operations, implementing new initiatives, and ensuring the achievement of key performance indicators (KPIs)
- The successful candidate will actively contribute to the improvement of SpareBox's customer journey and work collaboratively with field team leadership to identify areas for enhancement
- Assist in handling the near shore call center team of 22 agents and 4 support team members
- Monitor and analyze call center performance metrics, identifying areas for improvement
- Track and report on key performance indicators (KPIs) related to customer service
- Take ownership of customer service issues, ensuring timely resolution and customer satisfaction
- Implement strategies to keep customer experience as a top priority across all touchpoints
- Monitor individual call quality weekly, providing constructive feedback
- Conduct organized and frequent coaching sessions for the call center team
- Develop and implement coaching programs to enhance the skills and performance of the team
- Develop new reporting criteria to measure and improve call center effectiveness and efficiency
- Provide regular reports on call center performance and insights for strategic decision-making
- Analyze data to identify trends, opportunities, and areas for improvement
- Actively contribute to the execution of new customer service initiatives
- Work collaboratively with field team leadership on joint projects and initiatives
- Assist in other customer and field operation initiatives or tasks as needed
- 51-200 employees
- Construction, Real Estate, Logistics and Supply Chain, Property Management, Logistics & Supply Chain, Warehousing, Self-Storage
- Privately Held
- Denver, Colorado
Company information
SpareBox Storage was launched in August 2020 to acquire and manage stabilized self storage properties throughout the United States. SpareBox is sponsored by Rizk Ventures and led by industry veterans Kate Matheny and Chuck James. We’re based in Denver, Colorado and our team of storage experts is enthusiastically growing our portfolio and innovating new ways for SpareBox to support our customers. We focus on delivering a best-in-class customer experience at our stores, prioritizing safety, security, and convenience. With our contactless rental process, we make it easy for customers to begin their storage journey with SpareBox. And our online payment options and 24/7 accessibility ensure that we deliver consistent value and service to our customers.
