EASY BREEZY
It is a manifest of all transactions on the customer's account
WHAT IS THE RENTAL LEDGER?
The former Senior Director of Service who now is a product developer for the Kiosk team
WHO IS RANDY JAMES?
The customer provides us with this date. Some customers have provided it for years, yet still continue to rent
WHAT IS THE MOVE OUT NOTICE?
Every call begins with this from the agent to make the customer feel welcome and know they called the right place
WHAT IS THE GREETING?
In lieu of escalating a case, you would probably do this since the complaint was already made last month
WHAT IS REOPEN AN ESCALATION?
A good place to look if the customer can't provide much account details, other than their space number
WHAT IS THE UNIT MANAGER?
At Extra Space we refer to this department as 'Employee Experience' or the 'People Team' but some might refer to it as this
WHAT IS HUMAN RESOURCES?
If you want your maximum earning potential, be sure to show up to work the shift before, and the shift after
WHAT IS A PAID HOLIDAY?
AI follows a similar call flow to our QA program, to determine how the agent serviced the caller
WHAT IS THE INSTASCORE?
Its a pretty standard reaction to a local market when the demand for something is high and the availability is starting to run out
WHAT ARE HIGHER PRICES?
Try clicking here if you are having a hard time finding search results locating a customer's account. Maybe they moved out already?
WHAT IS THE 'SHOW INACTIVE' checkbox?
A totally FREE service provided to all ESS employees and their dependents for when times are tough and you just need someone to talk to in confidence
WHAT IS THE EMPLOYEE ASSISTANCE PROGRAM?
Statistically, the first and the last days of the month are this
WHAT ARE THE HIGHEST CALL VOLUME DAYS? (BUSIEST DAYS OF THE MONTH)
In the typical flow of the conversation, if the customer is not satisfied with a credit to offset a rate increase, the agent could offer this to help
WHAT IS THE TRA?
College kids are back in school, construction on your new house is complete, finished relocating apartments, rate increases or the end of a massive declutter could all be drivers of this
WHAT IS MOVE OUTS?
Go nuts! You can play around with the customers' accounts when logged into this location, resulting in no harm or foul!
WHAT IS Store 9999?
Zachary Akers and/ or Heather Copeland listed as the escalation contacts is a good indicator you are looking at this particular type of location
WHAT ARE ROVER SITES?
This is short-hand for our busiest time of the year, post winter and midsummer
WHAT IS PEAK SEASON?
You may not need to do this at the end of every call but usually if additional action is going to be required to assist the customer, you might want to review what action has been done and what the customer can expect next
WHAT IS A RECAP/ SUMMARY?
We might want to have someone take a closer look at a customer's rate if it has increased while there is still an abundance of availability of the type and attribute
WHAT IS UNIT OCCUPANCY?
There is a reason this window is the first thing that opens when you retrieve a customer's account. Don't be too quick to 'dismiss' it
WHAT ARE HIGH PRIORITY NOTES?
Joe Margolis carries the title of CEO for Extra Space, which is the acronym for this
WHAT IS CHIEF EXECUTIVE OFFICER?
It typically happens anywhere from 30days to 90+days of delinquency, depending on which state you are in
WHAT IS THE AUCTION DAY?
In Service, we don't really have this unlike sales to guide our conversations; more of an outline or a process. Sales' is defined from greeting to ending
WHAT IS THE CALL FLOW?
The rate has already been adjusted four times this year, according to the notes. Try a fifth time, and you may see this, instead of a figure
WHAT IS 'DOES NOT QUALIFY?'