Job Title: Sales Center Mentor
Reports to: Sales Center Manager
Direct Reports: None
Department: Sales Center
Location: Sales Center – Remote
FSLA Status: Non-Exempt/Hourlly
Position Status: Full-Time
Working Schedule: Full-Time Rotating shifts based on business needs (with a 1-hour lunch/subject to change)
Base Salary Range: $19.00 - $22.00 -Commensurate with experience
Travel: 0-10%
Job Summary
The Sales Center Mentor provides general administrative support to the Sales Center Management team and serves as a key training resource by providing training, feedback, motivation, role modeling, and support to all Sales Center team members. This role will be responsible for the training new Sales Center employees and supporting experienced employees to improve their performance. Their duties include creating educational material, conducting training sessions, identifying skills gaps, and ensuring staff members stay motivated. Additionally, the mentor will be responsible for assisting with the answering incoming calls and/or emails as needed, directing calls/emails to appropriate Company Personnel as well as assist the Sales Center Management team with daily operational and employee tasks as needed.
The qualified person for this position will have excellent knowledge of the sales centers sales process as well as policies and procedures. Additionally, they should have a proven successful track record in a Sales/Call Center agent and/or training role, handling the day-to-day functions and responsibilities while remaining focused on helping the Sales Center Agents build necessary skills and knowledge so they can better support our customers. The ideal candidate should be a friendly, approachable individual with effective teaching and communication skills and able to maintain good communication and successful reporting relationships with multiple departments, field management, and Company Personnel at all levels.
Essential Duties & Responsibilities
New Hire Training
- Facilitate 2-week training program for all now employees including but not limited to:
- System navigation
- Sales/Customer service call flows and processes
- Company and departmental standard operating procedures
- Departmental metrics and productivity expectations
- Sales/Customer service role play sessions
- Measuring the effectiveness of training sessions and preparing individual or team progress reports
- Assist with developing call centers' education materials, such as digital presentations, how-to manuals, and instructional videos.
- Measuring the effectiveness of training sessions and preparing individual or team progress reports.
Staff Development
- Liaising with supervisors and managers to conduct on-the-job coaching.
- Training experienced employees on new or updated call center procedures to improve their performance.
- Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
- Answering agent questions regarding best practices or difficult calls
- Identifying operational issues and suggesting possible improvements to management
- Monitoring agents’ performance and providing learning and coaching opportunities
- Preparing reports and analyzing data to assist management in the tracking of agent’s weekly, monthly, and quarterly performance and sales metrics.
- Working with external management team members to support Sales Center staff and maximize customer satisfaction.
- Assist management with scheduling and conducting training sessions on various call center topics to prepare and support all employees.
- Train and enforce sales center policies and procedures regarding sales techniques and appropriate agent conduct.
- Observing the daily operations of call center employees and identifying any areas of improvement.
Other Duties as Assigned
- Assist with the answering of incoming calls as needed
- Periodic special projects and duties may be assigned based on Company need and requirements
- Must be able to perform a variety of duties, often changing from one task to another, with frequent interruptions or distractions and within tight deadlines
- Regular worksite attendance in accordance with Company’s Attendance Policy is required for this position
Qualifications
Education/Experience
- Some college preferred but not required
- Preferred Bachelor’s degree in Business Administration with a concentration in Operation Management or equivalent from an accredited college or university
- Relevant years of work experience may substitute for the degree requirement
- A minimum 2+ years of Sales Center/Call Center experience in a dynamic, high volume, fast past work environment
- Intermediate to advanced skills in word processing, presentation, spreadsheet and other software, Microsoft Office, i.e., Outlook, Word, Excel, PowerPoint
Skills
- General office and telephone skills are required
- Basic Computer Skills are required
- Good organizational skills
- Excellent written and oral communication skills, including advanced level of proofreading, editing and grammar skills
- Excellent customer service and telephone skills
- Superior attention to detail and accuracy
- Ability to work autonomously and demonstrate sense of urgency
- Ability to use discretion in handling confidential information
- Ability to multi-task and prioritize tasks, with frequent interruptions, without direction
- Ability to meet deadlines to work with a diverse group of professional staff at all levels
- Ability to effectively communicate while exercising diplomacy, sound judgment and tact
- Ability to deal effectively with co-workers, department supervisors and managers, representatives, Company consultants, and/or vendors
- Ability to work flexible hours depending on various Operations Management project deadlines
- Proactive, self-starter, goal oriented and ability to work independently
- Maintain a positive attitude and composure in an administrative support role
- Uphold Company’s Vision, Mission Statement and Core Values
Physical Demands
- Stationary Position: frequently remains stationary up to 90% of the time and sitting up to 8 hours
- Move/Traverse: infrequently bend, stand, stoop and/or walk
- Carry Weight: infrequently carry weight and/or lift objects (light to heavy) weighing up to 10 pounds
- Hearing and Speech frequently communicates with the ability to hear and talk on a regular basis with employees, coworkers, and all personnel matters; must be able to exchange accurate information in these situations
- Sight: frequent use of sight to detect images on computer, office documents, and office objects near and far
Westport Work Category
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Remote Team Member: Team members who perform their responsibilities exclusively from home 5 days a week.
Work Environment
- Regular professional, office business setting
- Noise level ranges from low to moderate (if in office setting)
- It is the team member’s responsibility to ensure a safe and healthy work environment. The team member’s work area needs to be located in a designated space, professional and presentable as such during video conference meetings with a minimum of visual or audio distractions. If a team member needs ergonomic support for their work area, please contact WPI’s HR department.
Benefits for Part-Time Employees
- Paid Time Off
- Paid Holidays
- 401(k) Eligibility
- Health Benefits: Medical, Dental, Vision
- Life Insurance Benefits
- Supplemental (Flexible Spending Accounts, Disability, Cancer/Critical Care, Hospitalization, Accident)
- Recognition of Hard Work and Exemplary Performance
- Clean, Air Conditioned, Friendly Working Environment
- Discretionary Bonus Based on Several Factors
About Westport Properties
Founded in 1985, Westport Properties (“WPI”) is an owner-operator of self storage, multifamily and industrial properties across the United States. The Company is a fully integrated operator that develops, acquires and manages its portfolio as well as providing third-party management services. As of January 2025, WPI has over 17 million square feet of self storage space under management and its total assets under management is over $3 billion with its US Storage Centers brand as well as over 650 multifamily units while employing over 600 people nationwide. WPI is a founding partner of the 501(c)3 Kure-It, a non-profit organization that raises money for underfunded cancer research, and Charity Storage, a 501(c)3 that uses vacant storage units to raise money for local charities. To date, Kure-It has raised over $15M and Charity Storage has raised over $1.2M.
At-Will Employment & Equal Opportunity Employer
Westport Properties, Inc. is a parent company of US Storage Centers (USSC) which provides at-will, equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, marital status, disability or genetics. Furthermore, Westport Properties, Inc. expressly prohibits any form of workplace harassment and discrimination based on age, disability, color, genetics, marital status, national origin, race, religion, sex, sexual orientation, or veteran status in compliance with federal, state and applicable local laws governing employment and labor law in every location in which the company conducts business. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Disclaimer
All Employees must pass a post-offer, pre-hire background screening which includes a multi-state criminal check and DMV Records in accordance with federal protected FCRA/FACTA Requirements for Investigative Consumer Reports, CA ICRA and other state mandated requirements for employment purposes. Furthermore, this job description is subject to change at any time. Nothing in this job description is meant to guarantee employment status and/or position. This job description neither restricts nor prevents management’s right to assign and/or reassign duties and responsibilities to this job at any time of the essential functions. It does not proscribe or restrict the tasks that may be subsequently assigned.
