Sales and Customer Service Advisor

Job Description

Job Title
Sales and Customer Service Advisor

Hours of Work
42 per week across a 2 to 3 week rota pattern

Reporting to
Assistant Store Manager

Salary
basic £20,000 rising to £21,000

PRP £4,980 OTE

We understand that finding a job in self storage probably isn’t what you set out to do today, and that at first sight it probably doesn’t sound very exciting, but take 5 minutes to learn a little more and you won’t regret it. Why? Well for a start we can offer you:

Position Overview

  • An interesting, rewarding and varying role with real responsibility and ability to make a difference.
  • Generous and achievable rewards package.
  • Excellent training provision covering all aspects from sales, customer service, health & safety and more.
  • Good working arrangements and environment - we want you to be happy working with us.
  • A chance to progress within the role and beyond.
  • Cutting edge new systems such as Salesforce (CRM).
  • A long standing family run business where everyone counts and is valued.

Job Description

As a Sales and Customer Service advisor at ABC Selfstore you will be the first point of contact for our customers and are, therefore, critical to delivering an excellent customer experience. You will play a key role in delivering sales and customer service targets through clear and constructive communication and a positive contribution to the working environment.

With customer service at the heart of the business you will consistently work towards the standards outlined in the ABC Approach. You will actively participate in coaching and will implement learning to help you to deliver against your own sales targets. You will regularly feedback to help shape sales, customer service and operational systems and processes.

Sales advisors regularly deputise for the Store Manager and Assistant Store Manager and thus need to ensure that high customer service standards and a positive working environment are maintained at all times. You will need to be able to demonstrate problem solving skills as well as good organisational and communication skills.

We will provide you with bespoke training, both in house and external to support your personal development.

    Customer Service

  • Work towards the standards outlined in the ABC Approach to create a customer focused environment
  • Active use of Customer Cases in Salesforce to manage customer communication
  • Promote responses to the NPS Questionnaire amongst customers
  • Achieve clearly defined team customer service targets

    Marketing

  • Gather customer feedback through weekly feedback boards
  • Make a positive contribution to the creation of video content for the website and social media

    Sales

  • Achieve clearly defined individual sales targets
  • Sell storage space, insurance and packing materials across all stores
  • Promote insurance sales across all stores
  • Promote packaging sales across all stores
  • Work at other stores to increase familiarity with the site and assist with CSS
  • Ensure store specific product knowledge is up to date
  • Actively contribute to shaping the sales and follow up process
  • Implement new sales processes and procedures

    Commercial Input

  • Execute the bad debt process to manage debt within the store to agreed targets
  • Assist the SM with collation of quotes for products or services for the Store

    Property

  • Ensure security standards are maintained at all times
  • Monitor and maintain health and safety standards eg ensure fire exits are kept clear from obstruction at all times
  • Utilise Safety Cloud as directed
  • Report Store Issues to the SM, ASM and GOM using the property sifter
  • Complete a Store Presentation report as requested
  • Maintain general housekeeping to agreed standards

    Support Store Manager

  • Be a positive active influencer on Salesforce
  • Give regular feedback and make suggestions using 'TinyPulse'
  • Create a positive working environment in line with the ABC Expectations
  • Communicate clearly and positively with the team, SM and GOM using appropriate means
  • Make constructive contributions in training, QR's and at the Annual Appraisal
  • Ensure a huddle is completed every day. Discuss sales and follow ups, the current approach and how that is going to impact on our day, organise the day to ensure tasks are completed i.e. schedule lunches and specific jobs
  • Ensure opportunities are actioned in a timely fashion
  • Ensure Cases are created where appropriate
  • Ensure Cases are progressed
  • Ensure that daily and weekly task lists are completed and e-mail SM to explain why if they are not
  • Ensure that the building is clean and action any cleaning that needs to be completed
  • Complete competitor checks as directed
  • Sub contractor management as requested
  • Think commercially about the business when making decisions

Please note...
This job description is not intended to establish a total definition of the job, but an outline of the duties.

March 2016


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