Customer Service Representative
Government Properties Income Trust - Honolulu, HI

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Location: Diamond Head Self Storage, Honolulu, HI

Probable Hours: Sunday, 9:45 am – 4:15 pm, Monday, 6:45 am – 7:15 pm, Tuesday, 10:45 am - 7:15 pm, Wednesday, 10:45 am - 7:15 pm, and Thursday 12:45 pm - 7:15 pm. Must be flexible. 40 hours per week.

Position Summary

The Customer Service Representative is to provide excellent customer service, sales and operational duties and all other duties as required in support of the company mission. Diamond Head Self Storage provides secure, climate controlled storage units and secure, covered parking.


The Customer Service Representative is expected to adhere to and support all Company directives, policies and procedures, and operational guidelines. Duties include but are not limited to:

Assist existing and potential customers with their questions and needs.
Performs sales duties, including but not limited to, inside and outside sales.
Attain and maintain high skill level with software and hardware tools, including but not limited to PTI Taskmaster software, PTI Site Graphics, Panasonic Digital Disk Recorder, Windows OS, MS Internet Explorer, and MS Office.
Learn and communicate facility features and benefits.
Perform sales transactions, including rental agreements and retail sales transactions.
Provide timely and accurate data entry for customer transactions utilizing retail systems.
Operate computerized facility security and management systems.
Perform all duties accurately and efficiently and in compliance with company policy and procedure.
Achieve specified daily and monthly goals.
Generate reports, research transactions, and respond to inquiries as needed.
Answer inbound phone calls, take messages, and distribute as required.
Maintain knowledge of operational polices and procedures, retail systems, agreements and documents.
Maintain knowledge of all advertising and promotional specials associated with the leasing of storage space and sale of retail supplies.

Provide excellent customer care on every contact.
Resolve customer queries in a timely manner with a high level of customer service.
Thoroughly and efficiently gather customer information, assess and fulfill customer’s needs, educate the customer where applicable to ensure that the customer has all the information needed about the facility and document the interaction through contact tracking.
Provide quality service and support in a variety of areas including but not limited to billing, retail sales, administrative and technical support, and offering the customer the option of insuring their goods.
Perform the following customer transactions: storage leases, accessory sales, buyer’s remorse cancellation/returns and up sell where appropriate.
Facilitate a warm hand-off to management staff for tasks such as transfer of units, unit upgrade or increase, customer concerns; refer customers to other resources outside the store when appropriate, such as rental trucks, moving services, shelving sales and insurance coverage.
Follow documented procedures when making requested changes to accounts such as adding /removing new or additional renters to an active account, promotions, changing any monetary amount, adding on or removing of any charge for services, transfers, delinquent fees, and returns.
Maintain a balance between company policy and customer benefit in decision making.
Assist as needed with inventory, facility house keeping, or other operational activity.
Maximize efficiency and effectiveness by increasing proficiency in the use of all information systems and applications available to service the customer.
Gather customer information for marketing and continuous improvement purposes.

Appropriately greet each customer within 10 feet and 10 seconds of entry, determine customer needs and set customer expectations appropriately regarding wait time.
Offer amenities to waiting customers.
Maintain literature, product displays, and sales floor inventory; perform other duties as needed to maintain a neat and clean store appearance.
Educate customers about policies, procedures and agreement terms.


Bachelor’s degree preferred.
Ability to work in a fast-paced, collaborative, and results-driven environment.
Excellent client service orientation.
At least one year of experience in sales, retail, or service-oriented position preferred.
Strong proficiency with Excel and other Windows applications.
Exceptional verbal, written, and organizational skills.
Ability to lift up to 25 lbs.
Ability to work flexible hours including days, evenings, weekends, holidays and occasional over time.
Computer and communication skills assessment will be administered.

Company Overview

Founded in 1986, Reit Management & Research LLC (RMR) is a privately held asset management company that manages one of the largest portfolios of publicly owned real estate in the United States with approximately $21.5 billion of assets under management, including more than 1,650 properties located in the 46 states, Washington D.C., Puerto Rico and Ontario, Canada. RMR has approximately 790 employees in its headquarters and regional offices located throughout the country. RMR manages CommonWealth REIT (NYSE: CWH), an office and industrial real estate investment trust, or REIT; Hospitality Properties Trust (NYSE: HPT), a hospitality REIT; Senior Housing Properties Trust (NYSE: SNH), a healthcare REIT; a government property focused REIT, Government Properties Income Trust (NYSE: GOV); and Select Income REIT (NYSE: SIR), a REIT that focuses on net leased, single tenant properties; and also provides management and administrative services to two publicly traded real estate based operating companies: Five Star Quality Care, Inc (NYSE Amex: FVE) and TravelCenters of America LLC (NYSE Amex: TA). An affiliate of RMR, Sonesta International Hotels Corporation, is one of HPT's hotel managers; and another affiliate of RMR, RMR Advisors, Inc. is the investment manager of a publicly owned mutual fund, which principally invests in securities of unaffiliated real estate companies.