Customer Service Representative

Overview

Prime Group Holdings, LLC is a vertically integrated private equity real estate firm specializing in self-storage and other alternative real estate asset classes.

With $6.7 billion in assets under management, Prime Group is among the largest private owners and operators of self-storage properties globally, with a portfolio of 320+ self-storage assets across 28 U.S. states, three Canadian provinces, and the U.S. Virgin Islands, totaling 24+ million rentable square feet. The firm manages three flagship funds on behalf of a global investor base, including Prime Storage Fund III, the largest self-storage dedicated fund ever raised.

Headquartered in Saratoga Springs, NY, Prime Group employs 700+ professionals and maintains a regional office in Jupiter, FL and Manhattan, NY along with investment originations offices in Denver, CO; Hackensack, NJ; Yorktown, VA; and Calgary, Alberta. The firm’s 21-person senior leadership team is supported by specialized teams across sourcing and acquisitions, asset and portfolio management, compliance and legal, property management, information technology, transactions and financing, marketing, accounting, training, and other core functions.

Prime Group’s performance is rooted in a culture of respect, teamwork, ethical business practices, accountability, and persistence. The firm places significant value on the relationships it has built with customers, employees, investors, and stakeholders. PitchBook has recognized Prime Group as one of the top 10 real estate value-add fund managers in its 2023 Global Manager Performance Score League Tables.

About the Role 

At the Prime Customer Service Center, we believe in taking pride in our work, leading with empathy, guiding customers confidently, and always seeking the best solutions for their needs. In this dynamic role with exciting growth potential, you’ll handle inbound calls related to our storage facilities and campgrounds—whether you’re providing service-focused support to existing customers or engaging in sales-focused conversations with potential guests. We’ll give you the tools, training, and support to become a true expert in storage, so you can proactively identify customer needs, stay current on evolving services, and guide guests through a variety of processes. You don’t need to know everything upfront—we’ll teach you, and you’ll become part of an industry-leading service experience.

Responsibilities

• Confidently highlight the value of our services to new customers as a key part of delivering an outstanding hospitality experience.
• Communicate clearly and professionally to ensure every guest feels valued and understood 
• Embody company values by providing friendly, efficient support and contributing to a positive team culture 
• Collaborate with team members and share insights to continuously improve our service offerings 
• Respond promptly to every inbound call, treating each customer with equal importance and urgency 
• Listen actively to understand customer needs, taking ownership to resolve concerns effectively and ensure a positive experience 
• Offering knowledgeable assistance regarding services, policies, and procedures 
• Troubleshoot and resolve customer issues, escalating complex cases as needed 
• Maintain accurate records of customer interactions and follow-up actions

Qualifications

• High School Diploma or GED required
• A genuine passion for hospitality and customer care 
• Strong attention to detail with the ability to meet expectations and deadlines 
• Ability to manage multiple tasks effectively 
• Experience in inbound phone sales is a plus when assisting our new customer calls and for highlighting value to our existing guests.  
• Capability to handle sensitive and confidential information with discretion 
• Proficiency in Microsoft Office applications and web-based tools 
• Excellent written and verbal communication skills 
• Comfort working both independently and as part of a team 
• Strong problem-solving skills for handling challenging customer situations and gathering feedback for continuous improvement 
• A desire to grow within the company, taking pride in serving our guests 
• Bilingual Preferred

Benefits

• Competitive pay
• Health, dental, life, vision, short-term disability and long-term disability insurance
• A 401(k) program with a company “matching” policy
• Paid time off and paid holidays
• Career advancement opportunities

EQUAL OPPORTUNITY EMPLOYER STATEMENT

Prime Group Holdings is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

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Pay Range

USD $20.00 - USD $22.00 /Hr.

Compensation: 20 to 22 (USD)