Customer Service and Sales Manager

• Oversee a small team, ensuring employees stay on task with daily responsibilities, including building checks and customer service standards
• Assist GM and Owner with hiring, onboarding, training, scheduling, performance reviews, coaching, and discipline as needed
• Foster a respectful, positive culture while confidently addressing underperformance
• Lead all efforts to fill facility vacancies by ensuring high conversion rates (targeting 70-80%) on all inbound phone calls and digital leads
• Actively monitor and review recorded phone calls for quality assurance, ensuring the team demonstrates deep knowledge of tools, operations, and storage services
• Drive revenue growth by treating every interaction as a high-value opportunity, recognizing that each lead represents significant potential annual revenue
• Analyze daily and weekly call reports, lead tracking systems, and conversion performance data to identify trends
• Conduct regular coaching sessions to improve staff performance in sales conversations, phone etiquette, and advanced closing techniques
• Implement a "conversion-first" strategy, ensuring existing opportunities are maximized before scaling further lead generation efforts
• Train, mentor, and hold staff accountable to maintain the company’s reputation as the premier service and value provider in the London area
• Manage logistics and operations across multiple sites, requiring regular travel between locations to ensure brand consistency
• Oversee the rotating on-call weekend schedule to ensure 24/7 operational excellence for the customer care department

• Minimum of 3-5 years of experience in a Sales Manager or Customer Service Manager role
• Valid Driver’s License and a reliable vehicle are mandatory for travel between sites in London and surrounding areas
• Proven track record of meeting or exceeding sales conversion targets (70%+)
• Experience in the self-storage, property management, or hospitality industry is a strong asset
• Flexibility to participate in a rotating on-call weekend schedule
• Proven expertise in high-volume sales management and sales & marketing strategies
• Strong analytical skills with the ability to interpret lead tracking data and conversion metrics
• Exceptional coaching and mentorship abilities, specifically in the context of phone-based sales
• Highly developed communication skills and professional phone etiquette
• Strategic mindset focused on ROI and revenue protection
• Ability to work independently while managing a distributed team across various self-storage locations
• Proficiency in CRM software and call monitoring tools common in the customer care industry

Experience in the self-storage, property management, or hospitality industry is a strong asset

• Competitive salary range of $85,000 - $90,000 per year
• Comprehensive Health Spending Account (HSA) to support your well-being
• 3 weeks of paid vacation to ensure a healthy work-life balance
• Stable Monday to Friday, 9:00 AM – 5:00 PM schedule (with rotating on-call weekends)
• Opportunity to work for a respected, family-owned company with a supportive culture