Customer Service Representative

ABOUT TALENT MAP GLOBAL BPO INC:

Talent Map Global BPO, Inc. is a global talent solutions and business process outsourcing company connecting skilled professionals in the Philippines with growing North American businesses. We build dedicated offshore teams across technology, finance and accounting, marketing, and enterprise operations.

Our people-first culture is grounded in collaboration, integrity, continuous learning, and operational excellence. Team members gain meaningful exposure to international clients while building long-term careers in a supportive, performance-focused environment.

POSITION SUMMARY:

We are seeking a highly motivated, articulate, and customer-focused Customer Service & Leasing Representative to support our growing portfolio of self-storage facilities.

This hybrid role combines customer support, proactive sales, lead conversion, tenant account management, collections support, and administrative assistance. Representatives serve as a direct extension of each storage facility and often provide the first impression customers have of our properties.

Outstanding English-language proficiency and interpersonal communication skills are essential. Representatives must navigate sales conversations, billing disputes, past-due accounts, and emotionally sensitive situations with confidence, clarity, and compassion.

Primary objectives:

• Improve facility occupancy by converting prospective tenants and outstanding reservations into completed rentals.
• Increase leads to conversion through proactive outbound calls and consistent follow-up.
• Deliver exceptional customer service that strengthens tenant relationships and represents each facility positively.
• Support collections through professional, respectful, and effective communication about outstanding balances.
• Reduce property manager workload by independently handling routine inquiries, account support, leasing, and follow-up.

KEY RESPONSIBILITIES:

1. CUSTOMER SERVICE & FACILITY REPRESENTATION:

• 1.1. Serve as the professional, knowledgeable, and personable voice of each storage facility.
• 1.2. Handle inbound calls, emails, text messages, and online inquiries promptly and professionally.
• 1.3. Communicate clearly and fluently in English, with excellent listening, comprehension, and conversational skills.
• 1.4. Build rapport with customers from diverse backgrounds and adapt communication style to each situation.
• 1.5. Provide accurate information on pricing, availability, amenities, rental policies, and access procedures.
• 1.6. Resolve customer concerns with patience, empathy, professionalism, and sound judgment.
• 1.7. De-escalate difficult conversations and maintain composure with frustrated or upset customers.
• 1.8. Take ownership of customer concerns and follow through until resolved or appropriately escalated.
• 1.9. Deliver a personalized experience consistent with the service expected from an on-site facility manager.

2. PROACTIVE LEASING, OUTBOUND SALES & LEAD CONVERSION:

• 2.1. Conduct outbound calls to prospects who submitted contact information through websites, advertisements, or lead generation platforms.
• 2.2. Follow up with customers who reserved units but have not completed rentals
• 2.3. or moved in.
• 2.4. Reengage prospects who previously expressed interest but did not rent.
• 2.5. Identify and address objections related to pricing, unit sizes, timing, or facility features.
• 2.6. Use strong interpersonal and persuasive skills to guide customers toward completing rentals.
• 2.7. Assist with reservations, rental agreements, payment processing, and move-in procedures.
• 2.8. Maintain consistent follow-up schedules and accurate documentation of lead activity.
• 2.9. Work toward established lead conversion, reservation conversion, and occupancy goals.

3. COLLECTIONS, PAYMENT RESOLUTION & SENSITIVE CUSTOMER INTERACTIONS:

• 3.1. This area requires professionalism, discretion, empathy, and effective communication during potentially difficult financial conversations.
• 3.2. Conduct outbound calls regarding past-due balances, missed payments, and delinquent accounts.
• 3.3. Communicate payment obligations, late fees, deadlines, and account policies clearly and respectfully.
• 3.4. Handle sensitive conversations involving financial hardship, payment disputes, and customer dissatisfaction.
• 3.5. Demonstrate empathy while maintaining professionalism and reinforcing company policies.
• 3.6. Use negotiation, active listening, and conflict-resolution skills to encourage timely payment.
• 3.7. Document collection communications, payment commitments, and account resolutions.
• 3.8. Identify oppo