Customer Service Representative - Saratoga Springs - Prime Storage

Description

Prime Group Holdings, LLC is a vertically-integrated private equity real estate firm focused on self-storage and other alternative real estate asset classes.

With $6.6 billion in assets under management, Prime Group is one of the largest private owners and operators of self-storage properties in the world, owning and operating over 310 self-storage assets in 28 states, two Canadian provinces and the U.S. Virgin Islands containing over 23 million rentable square feet. The firm manages three flagship funds on behalf of a global investor base, including the largest self-storage dedicated fund ever raised, Prime Storage Fund III.

Headquartered in Saratoga Springs, NY, Prime Group has more than 700 employees. The firm has a regional office in Jupiter, FL and investment originations offices in Denver, CO, Hackensack, NJ, Yorktown, VA and Calgary, Alberta. Prime Group's 21-person senior leadership team is supported by teams including sourcing and acquisitions, asset and portfolio management, compliance/legal, property management, information technology, transactions/financing, marketing, accounting and training, among others.

Prime Group's success is built on a culture of respect, teamwork, business ethics, accountability and persistence. The company deeply values the strong relationships it has built with its customers, employees, investors and stakeholders. Pitchbook, a leading resource for comprehensive data, research and insights spanning the global capital markets, named Prime Group as one of the top 10 real estate value-add fund managers in Pitchbook's 2023 Global Manager Performance Score League Tables.

About the Role

At the Prime Customer Service Center, we believe in taking pride in our work, leading with empathy, guiding customers confidently, and always seeking the best solutions for their needs. In this dynamic role with exciting growth potential, you'll handle inbound calls related to our storage facilities and campgrounds—whether you're providing service-focused support to existing customers or engaging in sales-focused conversations with potential guests. We'll give you the tools, training, and support to become a true expert in storage, so you can proactively identify customer needs, stay current on evolving services, and guide guests through a variety of processes. You don't need to know everything upfront—we'll teach you, and you'll become part of an industry-leading service experience.

Prime Offers

• Medical, Dental, Vision insurance
• Flexible schedule
• On-the-job training
• Pad time off
• Referral program
• 401(k) matching
• Monthly performance-based, incentive programs

Key Responsibilities

• Confidently highlight the value of our services to new customers as a key part of delivering an outstanding hospitality experience.
• Communicate clearly and professionally to ensure every guest feels valued and understood
• Embody company values by providing friendly, efficient support and contributing to a positive team culture
• Collaborate with team members and share insights to continuously improve our service offerings
• Respond promptly to every inbound call, treating each customer with equal importance and urgency
• Listen actively to understand customer needs, taking ownership to resolve concerns effectively and ensure a positive experience
• Offer knowledgeable assistance regarding services, policies, and procedures
• Troubleshoot and resolve customer issues, escalating complex cases as needed
• Maintain accurate records of customer interactions and follow-up actions

Qualifications

• A genuine passion for hospitality and customer care
• Strong attention to detail with the ability to meet expectations and deadlines
• Ability to manage multiple tasks effectively
• Experience in inbound phone sales is a plus when assisting our new customer calls and for highlighting value to our existing guests.
• Capability to handle sensitive and confidential information with discretion
• Proficiency in Microsoft Office applications and web-based tools
• Excellent written and verbal communication skills
• Comfort working both independently and as part of a team
• Strong problem-solving skills for handling challenging customer situations and gathering feedback for continuous improvement
• A desire to grow within the company, taking pride in serving our guests
• Bilingual Preferred

We're especially seeking individuals able to work from 1:30 pm – 10:00 pm, with opportunities to move into other shift patterns over time based on seniority and performance.

Along with a competitive base salary, we offer a monthly performance-based incentive program that rewards you for delivering exceptional customer experiences.

Pay Range: $20.00 per hour + Commission

Equal Opportunity Employer Statement

Prime Group Holdings is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.