Customer Service Representative (Collections & Leasing)

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:

Greenwood Capital Management is 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 opportunities to resolve account issues and retain tenants when appropriate.

3.9. Escalate complex disputes or accounts requiring management approval.

3.10. Maintain confidentiality and comply with applicable laws and company procedures.

3.11. Previous experience in collections, debt servicing, financial customer service, or other high-sensitivity call center environments is strongly preferred.

4. ADMINISTRATIVE & PROPERTY MANAGEMENT SUPPORT:

4.1. Independently manage routine tenant inquiries and administrative requests.

4.2. Assist with move-in and move-out coordination, account updates, and rental documentation.

4.3. Maintain accurate customer records, reservations, and communication histories.

4.4. Coordinate facility maintenance requests, access issues, and operational concerns.

4.5. Track outstanding customer issues and ensure timely resolution.

4.6. Reduce unnecessary escalations to property managers by resolving matters within established guidelines.

4.7. Support consistent administrative processes across multiple facilities.

5. SYSTEMS, TECHNOLOGY & REPORTING

5.1. Use property management platforms such as Storable or comparable systems.

5.2. Manage inbound and outbound communications using Dialpad or similar platforms.

5.3. Maintain accurate records of calls, customer interactions, lead activity, and collection efforts.

5.4. Use approved AI-assisted tools for call summaries, quality assurance, and customer follow-up.

5.5. Monitor outstanding leads, reservations, and past-due accounts.

5.6. Prepare performance reports covering customer service, leasing, collections, and administrative activity.

5.7. Follow company standard operating procedures, confidentiality requirements, and escalation protocols.

5.8. Perform other related duties and responsibilities as assigned that may not be specifically stated above.

QUALIFICATIONS:

1. English Language & Communication Skills (Critical Requirement):

• Excellent spoken and written English proficiency.

• Strong verbal fluency, vocabulary, grammar, and comprehension.

• Ability to communicate naturally, clearly, and confidently with customers by telephone.

• Strong active listening and understanding of customer concerns, even in difficult or emotional conversations.

• Ability to explain policies, payment obligations, and rental procedures in simple, professional language.

• Excellent interpersonal skills, emotional intelligence, and customer relationship management.

• Ability to adapt tone and communication style to each customer's needs and situation.

2. Customer Service & Call Center Experience (Preferred):

• Previous experience in customer service, call center, collections, leasing, or a related customer-facing role.

• Demonstrated experience handling difficult interactions, complaints, disputes, or sensitive account matters.

• Ability to remain calm, patient, and professional under pressure.

• Strong conflict-resolution and de-escalation skills.

• Comfortable conducting both inbound and outbound calls.

• Ability to balance customer satisfaction with company policies and business objectives.

3. Sales, Leasing & Administrative Skills (Preferred):

• Ability to build rapport, address objections, and convert interest into completed rentals.

• Strong organizational skills and consistent follow-through.

• Ability to manage multiple leads, customer accounts, and administrative tasks.

• Proficiency with computers, email, spreadsheets, and customer management systems.

• Strong attention to detail and accuracy in documentation.

• Ability to work independently and meet established performance expectations.

• Reliable internet connection and a quiet, professional remote workspace.

4. Strongly Preferred Experience:

• Candidates with the following backgrounds will receive particular consideration.

• Call center experience involving collections, debt servicing, loan payments, or delinquent accounts.

• Financial services, banking, credit card service, or insurance customer support.

• Customer service roles involving billing disputes, payment arrangements, or financially sensitive conversations.

• High-volume inbound and outbound call center environments.

• Customer retention, complaint resolution, or escalations departments.

• Self-storage, property management, leasing, or real estate customer service.

• Experience with call platforms, management software, or comparable communication and property management platforms.

5. Core Competencies:

• Exceptional English communication

• Strong interpersonal and relationship-building skills

• Emotional intelligence and empathy

• Conflict resolution and de-escalation

• Professional collections communication

• Proactive sales and leasing

• Customer service excellence

• Problem-solving and sound judgment

• Accountability and follow-through

• Administrative efficiency

• Technology proficiency and adaptability

• Confidentiality and discretion

6. Work Environment & Expectations:

• Remote position supporting multiple self-storage facilities across different geographic markets.

• Function as an integrated member of each property's operational team, providing the care and professionalism customers expect from their local facility manager.

• Transition seamlessly between sales conversations, routine customer service, collections calls, and sensitive customer situations.

• Consistently demonstrate patience, professionalism, discretion, and strong communication while balancing customer satisfaction with operational and financial objectives.

COMPENSATION AND BENEFITS:

1. Base Salary - Competitive gross basic monthly salary, commensurate with the candidate’s qualifications, relevant experience, certifications, and specialized technical expertise

2. Night Shift Differential - Provided in accordance with applicable Philippine labor requirements and company policy.

3. Statutory Benefits - SSS, PhilHealth, Pag-IBIG, 13th-month pay, and applicable holiday pay in accordance with Philippine law.

4. Allowances - Applicable de minimis or work-related allowances, subject to company policy and employment terms.

5. Health Coverage - HMO coverage subject to the eligibility date and terms stated in the employment offer and company. policy.

6. Paid Leave - Vacation and sick leave benefits subject to eligibility, accrual rules, and company policy.

EQUAL OPPORTUNITY AND DATA PRIVACY:

Talent Map Global BPO, Inc. is committed to fair and inclusive employment practices. Qualified applicants will be considered based on role-related skills, experience, and business requirements. Personal information submitted during recruitment will be handled in accordance with applicable privacy requirements and company policies.

IMPORTANT NOTICE:

This job description summarizes the role's principal responsibilities and requirements. It is not an exhaustive list, and duties may be adjusted based on client needs and business priorities. Compensation, benefits, work arrangement, shift, and employment terms remain subject to the final written offer and applicable company policies.