BILINGUAL SPANISH Customer Service Representative

Customer Experience Representative (VA) – Call Center

Who We Are?
Trojan Storage is the best self-storage operator in the business with over 50+ locations in the U.S today! Simply put, we have the best people in the workplace with our amazing culture, healthy benefits, and growth opportunities.

Work Schedule
40 Hour Work Weeks | 5 Days | 8 Hours per day
11:00 PM – 8:00 AM Philippine Time (PHT), Monday through Saturday, to align with the Company's normal business hours of 8:00 AM – 5:00 PM Pacific Time (California).
Sunday Schedule: 11:30 PM – 8:00 AM PHT to align with California's Sunday business hours of 8:30 AM – 5:00 PM PT.
The work schedule may be adjusted by one hour during U.S. Daylight Saving Time changes to maintain alignment with California business hours.

Join our amazing call center today! The Customer Experience Representative (CXR) is an independent contractor 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. The CXR 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.
• 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

• Senior High School diploma or equivalent required.
• 1 Year of experience in a contact center environment or customer-support role
• Phone sales experience
• Bilingual (Spanish and English) required.
• Proficiency in chat communication a plus.
• Ability to multi-task and manage time effectively.
• Excellent written and verbal communication skills.
• Experience in conflict resolution

Apply today to join one of the fastest growing self-storage operators in the business!

Independent Contractor Disclaimer

This opportunity is for an Independent Contractor (Virtual Assistant) position and is not an employment position with Andasol Management Inc. dba Trojan Storage or any of its affiliated companies. Services will be performed pursuant to an Independent Contractor Agreement, and nothing in this job posting or any subsequent agreement shall be construed as creating an employer-employee relationship. As an independent contractor, you will be responsible for all applicable taxes, government contributions, permits, insurance, and compliance with the laws and regulations of your country of residence. Independent contractors are not eligible for employee benefits, including but not limited to paid holidays, paid time off, overtime pay, sick leave, health benefits, retirement benefits, or 13th month pay.

This engagement is designed to provide full-time work of approximately 40 hours per week, with a regular schedule of Monday through Friday during the Philippine time zone, supporting U.S. Pacific Time business operations. From time to time, contractors may be required to attend virtual team meetings or training sessions that occur during U.S. business hours. Advance notice will be provided whenever reasonably possible to allow for scheduling.

Independent contractors are responsible for providing and maintaining their own computer, reliable high-speed internet connection, backup power and internet solutions (when feasible), and a professional, dedicated workspace suitable for conducting business. Andasol Management Inc. will provide a company-issued headset for business use.

Contractors are required to accurately record all hours worked using the Company's designated timekeeping platform, TimeProof. Compensation is paid bi-weekly on Tuesdays, provided the payment date does not fall on a U.S. holiday. The pay period consists of two consecutive workweeks beginning Sunday and ending Saturday. Contractors must submit their invoice for the completed pay period no later than 12:00 PM Pacific Time on the Tuesday immediately following the close of the pay period. Approved invoices will be processed for payment on that same day. Payments are issued through Payoneer.