CUSTOMER EXPERIENCE SPECIALIST Position Available In [Unknown county], Pennsylvania

CUSTOMER EXPERIENCE SPECIALIST 3.7 3.7

out of 5 stars Pennsylvania • Remote Storage Asset Management is a property management and consulting company that specializes in self-storage. With over 70 years of executive industry experience, SAM employs an incredible team of employees on every level. Storage Asset Management is proud to have over 900 employees at the store, regional and corporate office level.

Benefits of Joining SAM:

A dynamic company with an award-winning culture A clear path for advancement within our thriving company Competitive pay and lucrative bonuses Paid maternity and paternity leave Comprehensive healthcare and 401(k) plan Comprehensive training and development programs SAM was voted Central Penn Business Journal’s Best Places to work in PA 2020, 2021, 2022, and 2023, and 2024!

Summary:

This role is central to enhancing tenant customer satisfaction, streamlining processes, driving retention, and maximizing brand reputation in a competitive storage market. This position will ensure we deliver consistent, frictionless, and memorable experience at every customer touchpoint.

Essential Duties & Responsibilities:

Design and implement customer-centric initiatives that exceed expectations during move-in, rental time, and move-out. Personalize the customer experience through training, scripting, and behavior modeling for facility store managers and support staff. Audit and optimize key customer experience workflows—leasing, payments, inquiries, and issue resolution—to minimize friction and delays. Standardize best practices across all locations, ensuring consistent experiences regardless of channel or team member. Monitor satisfaction metrics (NPS, reviews, surveys) and develop action plans to address service gaps. Analyze customer behavior and feedback to identify churn risks and loyalty drivers. Partner with marketing and operations to deploy communication, campaigns, incentives, branding, signage, and service that provide seamless customer experience both on site and all customer touchpoints. Ensure post-move-in and pre-move-out touchpoints are intentional, value-driven, and geared toward maintaining occupancy. Gathers input from employees about customer experiences and opportunities for improvement. In office scheduling requirements are determined by your supervisor and are subject to change at any time. Valid drivers license and reliable transportation to drive to locations as needed. Additional duties as assigned. Education and/or

Experience Requirements:

Bachelor’s Degree preferred 3-5 years in a customer experience optimization role (storage, hospitality, or property management preferred). Track record of improving customer satisfaction and retention through systems, training, or process redesign.

Strong data orientation:

capable of translating customer metrics into frontline action. Strong verbal/written communication skills and ability to work independently as well as in groups. Highly organized with an aptitude for problem-solving. Attention to detail and a high level of accuracy and confidentiality. Great time management. Excellent phone/online meeting etiquette. Team player with ability to build positive working relationships, both internally and externally. Ability to work under tight deadlines. Easily adapts and has the ability to work on multiple projects. Strong computer skills with experience in Microsoft Office (Work, Excel, Outlook, etc.)

Language Skills:

List Must be fluent in speaking and writing the English language.

Work Hours:

In a typical week, this position requires a minimum of 40 hours with regular and predictable attendance. Occasional weekend work may be required.

Work Environment:

This work is usually performed with normal noise levels and minimum exposure to hazardous conditions. Employees in this position are required to reside in a state where SAM is registered to conduct business.

Physical Demands:

State – for the purpose of the Americans with Disabilities Act (ADA), the following physical requirements are part of the performance of this job’s duties: Underline one Walking Rare Frequent Constant Standing Rare Frequent Constant Sitting Rare Occas Constant Talking in person Rare Occas Constant Talking on phone Rare Frequent Constant Hearing on phone Rare Frequent Constant Vision for close work Rare Occas Frequent Color/depth perception Rare Frequent Constant Driving Rare Occas Frequent Constant Underline One Bending/Stooping Occas Frequent Constant Repetitive motion Occas Frequent Constant Keyboarding Rare Occas Constant Using hands to feel/hold Occas Frequent Constant Lifting up to 25 lbs. Rare Frequent Constant Reaching Rare Frequent Constant Climbing Occas Frequent Constant Crouching/stooping Occas Frequent Constant Education Preferred Bachelors or better Skills Preferred Data Analysis Customer Service Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.