About the Job Inside Sales & Customer Experience Supervisor (Concierge Supervisor) You're a natural leader who knows how to manage and coach a team of internal sales reps, dig into the numbers behind their performance, and turn what you find into a clear strategy for hitting goals. You're organized, sales-minded, and comfortable balancing people, data, and day-to-day operations. If you're looking for a leadership role where you can make a real impact, we'd love to meet you. About STORExpress STORExpress isn't your average self-storage company, we are a real estate opportunity company. We're a family-built business with deep roots in the communities we serve and we've grown because we do things differently. From our self-storage facilities to Rossi's Flea Market, we've created spaces where individuals, families, and small business owners can thrive. Our team is tight-knit, our standards are high, and we genuinely invest in the people who show up for us. If you want to work somewhere that feels like something, where your work matters and your growth is real… this is it. About the Role As the Concierge Supervisor, you'll directly manage a team of internal sales reps responsible for STORExpress' inbound sales and customer service experience. You'll set the tone for the department, coach reps towards their sales goals, analyze performance data to see what's working and what isn't, and make sure customers receive the high level of service STORExpress is known for. This is a hands-on leadership role . You won't just manage from the sidelines - you'll work alongside the team, handle calls when needed, help solve customer issues, coach sales conversations, and use what the numbers tell you to shape team strategy and drive improvement. You'll be responsible for balancing people, performance, and operations while helping the Concierge team continue to grow. What You'll Do Directly manage, coach, and develop the Concierge sales reps to consistently deliver excellent customer service and strong sales results Analyze individual and team performance data — call volume, conversion, move-ins, revenue, and other KPIs — to spot trends, diagnose gaps, and identify coaching opportunities Conduct regular coaching, feedback, role plays, and performance reviews to help team members improve their sales and customer service skills Convert inbound inquiries into rentals and coach the team on effective discovery, sales, follow-up, and closing techniques Handle escalated customer concerns and complex situations with professionalism and good judgment Work alongside the team during high-volume periods and step in to handle calls and customer needs when necessary Manage scheduling and staffing to ensure appropriate Concierge coverage throughout operating hours Review calls and quality assurance results to identify coaching opportunities and recognize strong performance Help develop and maintain training materials, procedures, and onboarding for new Concierge team members Track sales and performance data, and translate it into clear takeaways, trends, and recommendations for leadership Collaborate with property managers and other departments to ensure a smooth customer experience from first contact through move-in Oversee day-to-day Concierge operations, including CRM accuracy, lead follow-up, customer account support, payments, reservations, and other operational tasks Help identify and implement process improvements that make the team more efficient and improve the customer experience Support remote and closed-property operations by providing centralized customer service and sales support Maintain a positive, accountable, and team-focused environment where employees know what is expected of them and have the tools to succeed About YOU A people leader — you enjoy directly managing, coaching, developing, and motivating others while holding people accountable Analytical and data-driven — you're comfortable digging into performance numbers and turning what you find into a coaching plan or a team strategy Sales-minded and results-driven — you understand the importance of conversion and know how to coach others toward measurable results Hands-on — you're willing to jump in and take calls, solve problems, and work alongside your team A strong communicator — you can give clear feedback, handle difficult conversations, and build rapport with both customers and employees Highly organized — you can manage staffing, reporting, coaching, customer issues, and competing priorities without losing track of the details A problem solver — you don't just identify problems; you look for practical solutions and follow through Tech-comfortable — you're confident learning new systems and working with tools such as Microsoft Office, Monday.com, CRM and phone systems Accountable and dependable — you lead by example and take ownership of your team's results Team-first — you care about creating a positive environment while maintaining high standards Qualifications High school diploma or equivalent required; degree in business, management, sales, or a related field preferred 2+ years of customer service, sales, or call center experience Previous experience directly managing or supervising a sales team preferred Strong understanding of sales and customer service fundamentals Experience coaching or training employees, and using performance data or KPIs to guide that coaching, preferred Valid driver's license and ability to travel to other STORExpress locations as needed Comfortable working in a fast-paced environment with high call volume Strong computer skills and ability to learn new software and systems Perks & Benefits We take care of our team. Here's what you can expect: Industry-leading 401(k) match, one of the best in the business Performance-based bonuses tied to department and company results Free STORExpress storage unit Hybrid flexibility — remote work available on select days after the training period Opportunities for professional growth and advancement (we pay for professional development & school degrees, inquire with us!) A leadership role where your ideas, coaching, and decisions can directly impact the success of the team

Pay:

From $50,000.00 per year

Benefits:

401(k) 401(k) matching Employee discount Health insurance Paid time off Professional development assistance Referral program Vision insurance Ability to

Commute:

Etna, PA 15223 (Required)

Work Location:

In person