A Customer Experience Manager manages processes used by a company to track customer interactions, improve customer service and build customer loyalty. Reviews sales and marketing interactions with customers. Gathers and analyzes customer feedback and designs practices to improve customer experience.
$60k - $65k annually The Sales & Customer Experience Supervisor provides day-to-day leadership for the Sales Center and Customer Experience team, directly supervising approximately 12 agents. This role oversees daily operations, employee performance, coaching, staffing, quality assurance, and customer escalations while ensuring departmental goals and service standards are achieved. Working in partnership with the Sales Center Manager, the Supervisor serves as the primary operational leader, while the Sales Center Manager maintains responsibility for department strategy, organizational initiatives, and overall business performance. Primary Responsibilities Lead, coach, and develop Sales and Customer Experience Agents through regular feedback, QA reviews, and one-on-one coaching. Manage daily staffing, scheduling, operational coverage, and department workflows. Monitor KPIs, productivity, quality assurance, and follow-up standards to ensure performance goals are met. Handle agent concerns, customer escalations, and support agent accountability. Interviewing, hiring, onboarding, and training new agents. Maintain communication with Operations, Store Teams, and other internal departments when identifying opportunities for process improvement. Provide leadership support outside normal business hours, including weekends/holidays, when operational needs arise. Qualifications Three or more years of leadership experience in a contact center, sales center, or customer service environment. Proven ability to coach, develop, and hold agents accountable. Strong communication, organizational, and problem-solving skills. Experience analyzing performance metrics and driving results. Proficiency with Microsoft Office and contact center technology. Work Location This is an in-office leadership position based in Woodbridge, VA. Regular in office presence is an essential function of the role to provide direct leadership, coaching, operational oversight, and provide support to the team. While agents may participate in a hybrid work environment, this position is expected to maintain an in-office presence Monday through Friday. Self Storage Plus is a leading self storage property manager based in the Washington, DC, area. We are a locally owned and operated company with locations throughout Virginia, Maryland, West Virginia, and Florida. We take pride in what we do and ensure we meet your every need, not only to make you happy; it's also our
PLUS Promise:
We are P rofessional problem solvers, we L ead by Example, we exemplify U nrelenting excellence and S incere service. We stand by our PLUS Promise! Self Storage Plus Management is committed to providing a workplace free from discrimination or harassment. We expect every member of the Self Storage Plus Management community to do their part to cultivate and maintain an environment where everyone has the opportunity to feel included, and is afforded the respect and dignity they deserve. Decisions related to hiring, compensating, training, evaluating performance, or terminating are made fairly, and we provide equal employment opportunities to all qualified candidates and employees. We examine our unconscious biases and take responsibility for always striving to create an inclusive environment that makes every employee and candidate feel welcome. SSP1234
