Director of Sales and Customer Service (Call Center)

Overview

Prime Group Holdings, LLC, a vertically-integrated private equity real estate firm specializing in self-storage and other alternative real estate asset classes, has an exciting opportunity for a talented Call Center Director at its headquarters in Saratoga Springs, NY.

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.

Position Overview

We are looking to hire a Call Center Director to lead our organization through a period of rapid and sustained growth. This individual will manage a contact center operation that serves as the backbone for a geographically dispersed collection of sites located throughout the country. The call center engages with existing customers to address operational issues and works to generate sales to new customers by leveraging both inbound inquiries and making outbound calls.

Responsibilities

• Work onsite and in person at our downtown Saratoga Springs, NY location, collaborating with over 40+ call center teammates in a fast-paced, customer- and sales-focused environment
• Partner with key stakeholders to develop and execute strategic contact center initiatives that align with customer service and revenue generation objectives
• Lead the day-to-day operations of the contact center to consistently meet and exceed customer satisfaction metrics and sales performance goals
• Use data-driven insights and analytics to make informed staffing decisions, optimize workflows, and identify growth opportunities
• Design and implement innovative customer engagement solutions that enhance overall customer experience while directly contributing to top-line sales growth
• Lead and inspire a geographically distributed team, ensuring alignment with organizational goals for both service delivery and sales performance
• Train and oversee supervisors to ensure all front-line agents are equipped with the tools, knowledge, and sales training needed to deliver exceptional service and drive conversions
• Monitor system dashboards and case management reports to assess performance impact; proactively implement changes to improve efficiency and revenue outcomes
• Champion initiatives that position the contact center as a key revenue driver and customer experience leader within the organization
• Ensure support systems operate efficiently and are continuously improved to support seamless customer service and maximize sales opportunities

Qualifications

• Bachelor’s degree in business, finance or a related field
• 10+ years of job-related experience managing call center/contact center operations, with ideally 4 years of multi-site responsibility
• Strong analytical skills and a love of metrics
• Familiarity with best-in-class call center management principles, metrics and practices.
• Dynamic, results-driven leadership
• Experience partnering with business stakeholders across geographies and functions to improve support
• Advanced problem-solving skills to address complex and multi-faceted business problems; strong quantitative orientation.
• Familiarity with cloud-based Contact Center systems and solutions
• Excellent organizational skills and ability to manage multiple projects in a fast-paced environment
• Outstanding verbal and written communication skills
• A desire to be part of a high-growth, transformational company that is manically focused on providing a great customer experience to enable growth

Benefits

• Competitive rate of pay and a generous benefits program
• Salary commensurate with experience
• Medical, Dental, life, vision, short-term disability, and long-term disability insurance program
• Paid vacation time; paid sick time; paid holidays

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.