Sales Center Supervisor

Job Title: Sales Center Supervisor

Reports to: Director Of Sales Center Operations

Direct Reports: None

Location: Remote

Department: Home Office

FSLA Status: Non-Exempt (Hourly)

Position Status: Permanent Part-time (40/hours per week)

Working Schedule: Open Availability: The position will have a standard schedule of Wednesday - Sunday. The time of the shifts will vary. (with a 1-hour lunch) -Schedule Varies and/or Subject to Change

Base Salary Range: $22.00 to $24.00 -Commensurate with experience

Travel: 0-10%

About US Storage Centers

Westport Properties manages US Storage Centers (“USSC”) which is a top 10 Self Storage Management company in the country with over 250 properties and operating in multi-states under management. Founded in 1985, we have built a premier management platform in the industry. Since its inception, USSC has helped thousands of its customers organize their lives by delivering convenient and affordable self-storage solutions.

Summary Role: Sales Center Supervisor

The Sales Center Supervisor provides general administrative support to the Sales Center Manager and serves as the first point of contact for the call center agents. This role will be responsible for assisting with the answering incoming calls and/or emails as needed, directing calls/emails to appropriate Company Personnel, assist in the training process of new/existing agents, direct staff supervision in the absence of the Sales Center Manager, as well as assist the Sales Center Manager with daily operational and employee tasks as needed.

The qualified person for this position will have a proven successful track record of meeting departmental productivity metrics, Key Performance Indicators (KPI’s) and sales goals. In this role, the Sales/Call Center Supervisor will be responsible for handling the day-to-day administrative functions and responsibilities while remaining focused on the training and development of all Sales Center Agents to build their necessary skills and knowledge so they can better support our customers and meet all personal and departmental goals. The ideal candidate would be communicative and attentive, while maintaining good communication and successful reporting relationships with direct reports, multiple departments, field management, and Company Personnel at all levels.

Key Essential Functions & Areas of Responsibilities:

• Coordinating key projects assignments in the five main functional areas:

  • Call Potential Dashboard

    • Monitor productivity dashboard to manage Agents/departments daily productivity results

    • Agent login/logout activity

    • Add/remove employees based on staffing changes

    • Cross reference all updates with SharePoint application to ensure consistency within the organization

    • Communicate, monitor, and assist in the resolution of system issue

  • Interest List Process

    • Set up new Interest lists for all development properties

    • Daily email/phone follow up with inquiries from potential new customers
    • Proper qualification of customers’ needs

    • Lead creation/documentation accurately reflecting the needs of the customer

  • Sales Center / Website Voicemails
    • Daily review of voicemails to obtain customer information and determine the reason for the call
    • Search all applications to locate customer and the corresponding facility
    • Based on the situation, place return call to the customer or forward the information to the location requesting the property manager place a return call to the customer

  • Sales Center Staff Supervision/Development

    • Ensuring agents understand and comply with all call center objectives, performance standards, and policies.

    • Answering agent questions regarding best practices or difficult calls

    • Identifying operational issues and suggesting possible improvements to management

    • Monitoring agents’ performance and providing weekly/ monthly one on one coaching sessions. These sessions will include but not be limited to the following:

      • Departmental Productivity Requirements (Wrap/talk times, Calls accepted/rejected/cascaded, Answer rates)

      • Departmental Sales Requirements (Phone Rental Goals / Conversion Rate / Closing Percentage)

      • Departmental Quality Assurance Goals (Sales process and meeting minimum quality standards)

      • Adherence to policies for attendance, established procedures etc.

    • Partner with Sales Center Mentors to assign focused coaching sessions for agents

    • Create and submit monthly team coaching plans by the 5th of each month

    • Preparing reports and analyzing data to assist management in the tracking of agent’s weekly, monthly, and quarterly performance and sales metrics.

    • Working with external management team members to support Sales Center staff and maximize customer satisfaction.

    • Assist with creating, maintaining, and enforcing multiple monthly staffing and productivity schedules.

    • Assist with the interviewing and training process of all new associates

    • Completion and delivery of 90 Day and Annual Performance Evaluations

    • Devise ways to optimize procedures and keep staff motivated

    • Administration of corrective actions / performance improvement plans (PIP) as needed

    • Assist with the identification of key improvement areas of the department, creation of training materials, and implementation of continued training courses to improve the team’s skills sets and departmental results.???

    • Regular attendance in accordance with the Company’s Attendance Policy and Remote Work requirements is required for this position.

  • Observe AI (Quality Assurance) ?????????????????????

    • Monitor agent and departmental results to ensure minimum standard of 85% is being achieved

    • Complete monthly documented coaching sessions based on the individual needs of each agent

    • Monitor and review Observe reporting to identify new trends and address performance issues

    • Maintain accuracy of evaluation guidelines and scoring principles (Rubric)

    • Collaborate with Sales Center Mentors and assign monthly coaching schedules based on each employee’s development needs.??

Other Duties As Assigned

• Periodic special projects and duties may be assigned based on Company need and requirements

• Must be able to perform a variety of duties, often changing from one task to another, with frequent interruptions or distractions and within tight deadlines

Job Qualifications Requirements:

• Minimum requirement of 1 year as a Westport employee.

• Proven track record of meeting departmental productivity, quality, and sales standards as a WPI Sales Center Agent.

• No corrective actions or performance improvement plans have been issued within the last 12 months.

• A minimum 2+ years of Sales Center/Call Center experience in a dynamic, high volume, fast past work environment

• Intermediate to advanced skills in word processing, presentation, spreadsheet and other software, Microsoft Office, i.e., Outlook, Word, Excel, PowerPoint

• Excellent written and oral communication skills, including advanced level of proofreading, editing and grammar skills

• Excellent customer service and telephone skills

• Superior attention to detail and accuracy

• Ability to work autonomously and demonstrate sense of urgency

• Ability to use discretion in handling confidential information

• Ability to multi-task and prioritize tasks, with frequent interruptions, without direction

• Ability to meet deadlines to work with a diverse group of professional staff at all levels

• Ability to effectively communicate while exercising diplomacy, sound judgment and tact

• Ability to deal effectively with co-workers, department supervisors and managers, representatives, Company consultants, and/or vendors

• Ability to work flexible hours depending on various Operations Management project deadlines

Core Competencies

• General office and telephone skills are required

• Intermediate Computer Skills are required

• Good written and verbal communication skills

• Good organizational skills

• Collaborative Teamwork

• Proactive, self-starter, goal oriented and ability to work independently

• Maintain a positive attitude and composure in an administrative support role

• Uphold Company’s Vision, Mission Statement and Core Values

• Ability to work well independently as well as in a team environment

Education

• Some college preferred but not required

• Preferred bachelor’s degree in business administration with a concentration in Operation Management or equivalent from an accredited college or university

• Relevant years of work experience may substitute for the degree requirement

Physical Demands

• Stationary Position: Frequently remains stationary up to 90% of the time and sitting up to 8 hours

• Move/Traverse: Infrequently bend, stand, stoop and/or walk

• Carry Weight: Infrequently carry weight and/or lift objects (light to heavy) weighing up to 10 pounds

• Hearing and Speech: frequently communicates with the ability to hear and talk on a regular basis with employees, coworkers, and all personnel matters; must be able to exchange accurate information in these situations

• Sight: frequent use of sight to detect images on computer, office documents, and office objects near and far

Work Environment

• Remote business setting

Benefits for Full-Time Employees

• Paid Time Off

• Paid Holidays

• 401(k) Eligibility

• Health Benefits: Medical, Dental, Vision

• Life Insurance Benefits

• Supplemental (Flexible Spending Accounts, Disability, Cancer/Critical Care, Hospitalization, Accident)

• Recognition of Hard Work and Exemplary Performance

• Discretionary Bonus Based on Several Factors

About Us

Founded in 1985, Westport Properties (“WPI”) is an owner-operator of self storage, multifamily and industrial properties across the United States. The Company is a fully integrated operator that develops, acquires and manages its portfolio as well as providing third-party management services. As of March 2024, WPI has approximately 15.2 million square feet of self storage space under management and its total assets under management is approaching $3.2 billion with its US Storage Centers brand as well as over 650 multifamily units while employing over 600 people nationwide. WPI is a founding partner of the 501(c)3 Kure-It, a non-profit organization that raises money for underfunded cancer research, and Charity Storage, a 501(c)3 that uses vacant storage units to raise money for local charities. To date, Kure-It has raised over $15M and Charity Storage has raised over $1.2M.

Disclaimer

All Employees must pass a post-offer, pre-hire background screening which includes a multi-state criminal check and DMV Records in accordance with federal protected FCRA/FACTA Requirements for Investigative Consumer Reports, CA ICRA and other state mandated requirements for employment purposes. Furthermore, this job description is subject to change at any time. Nothing in this job description is meant to guarantee employment status and/or position. This job description neither restricts nor prevents management’s right to assign and/or reassign duties and responsibilities to this job at any time of the essential functions. It does not proscribe or restrict the tasks that may be subsequently assigned.

Essential Job Function for Reasonable Work Accommodation

According to the Americans with Disabilities Act (ADA), Equal Employment Opportunity Commission (EEOC) and the California Fair Employment and Housing Act (FEHA), employees must be able to perform the essential job functions with or without a reasonable accommodation. The Company will provide reasonable work accommodations to allow the employee to perform their essential job functions and duties as detailed above. If you feel you need reasonable work accommodations, please contact the Human Resources department at (949) 748-5900.