At storEDGE, we want to ensure that our customers are confident in using our technology products and set up for success on day one. Jeremy James, a Client Launch Specialist, takes care of that.

As part of our customer support team, Jeremy is committed to providing the best tech support in the self storage industry. To make our user-friendly software even easier for new storEDGE customers, we update our online help site weekly with new articles, videos, and tutorials to educate our clients on our latest features and product upgrades. When online help isn’t enough, our clients can pick up the phone and chat with one of our outstanding customer support specialists working out of our office right here in Kansas City.

In this edition of Meet Team storEDGE, I talked to Jeremy about what his role means for storEDGE clients, his definition of stellar customer service, and his love for the Chicago Cubs. Check it out below!

Name: Jeremy James

Department: Operations

Started at storEDGE: January 2017

How did you get interested in customer support?

Honestly, I was just seeking a change. Prior to my career at storEDGE, I was working at a financial services bank and a lot of my work was behind the scenes. I didn’t get the chance to interact with people very often. I couldn’t see the impact my job had on people, and that’s not me. I love working with people. While I am super appreciative for the opportunity that my last job afforded me, I wanted to do something that put me in touch with real people. Now, I have the ability to introduce a great product to great people on a consistent basis. It’s fun. Imagine the first time you got something cool...well, I’m the person that gets to hand it over to you. We get to be excited together.

How would you define exceptional customer service?

I think exceptional customer service is relative to the customer. The true value of customer service lies in the ability to determine what each customer needs, then figuring out how you can help them accomplish their unique goals. Sure, not all things are possible and I would say that most people get that. It’s the effort to understand their concerns that is usually lacking and where customer service can step in to bridge the gap. Why do you need this feature? Is there a workaround? Would our other customers benefit from it? I think once you dig deep into questions like these, you are really thinking about the customer and the product behind it. I would say that most of our clients really appreciate that.

At storEDGE, what does a client launch specialist do in a typical day?

Numbers and I get along. We are really, really, good friends. During a launch, I take data from the client’s old software and transition it to storEDGE. Usually this is done by taking reports from their current software, extracting the information, and consolidating it into an Excel file. Then, I upload the data into the storEDGE software and run some diagnostic reports to verify the accuracy of my processes and cross-compare them with the original reports I started with. Most of my work in Excel requires a good amount of formulas, and I spend quite a bit of time configuring the account settings and optimizing their documents to best work within storEDGE. Once I’m satisfied with the accuracy, I give the customer a call and walk through it with them. I answer any initial questions they may have and get their gate integration set up. Most of the time I can sense a customer’s confidence in their ability to learn the system, but for those that are weary, I tend to spend a bit more time with them. We might go through each page one by one, practice a move-in, locate reports, create new users, and so on. I try to always manage my daily workload with the customer in mind, because the customer comes first. That way, I have the flexibility to spend as much time with the customer as they would like.

What is the most challenging thing about your role -- and the most rewarding?

The most challenging thing is handling historical customer data. These folks are using storEDGE to generate wealth and service their customers. They do not have time to question if their information is correct, and that’s where I come in. I have to get the data transfer done quickly and correctly or the customer could lose faith in our product. Have you ever lost faith in a product before you could get it out of the plastic? I haven’t, but I could imagine it’s not a cool feeling to have. My job is to prevent that by ensuring a fast, successful launch. On the other hand, the most rewarding thing about my role is seeing a customer happy. I get to see the value that storEDGE provides to their life. We’re modern, we’re cutting edge, and we’re exciting - we’re making things possible for their business that were previously impossible to do. While customers recognize that during the sales process, I just get to further enforce it during the transition.

What’s your morning routine?

My morning routine is kind of boring. I wake up (usually a few minutes later than intended thanks to my snooze button), shower, brush my teeth (while pondering why I did not go to bed earlier the night before) then head out to work. My commute is very short. I’m lucky to live so close to the office. Once I get to work, I usually grab a sugar free Red Bull to get me in the zone. (Does Red Bull still give people wings? I haven’t seen a commercial in a long time.) That’s pretty much my daily morning routine. About twice a week I get to bang on the ceiling when I wake up to get my neighbors to turn down their music. Who blasts Taylor Swift at 6:30 AM? Fans, I suppose.

What do you like to do to relax and have fun outside of work?

Outside of work, my interests are music, sports, cartoons and video games. No particular order on those. I’m not super creative, but I like to admire those that are. This week I am into cartoons. I have been binging on BoJack Horseman. I actually think it’s one of the best cartoons out right now. Oh, I forgot to mention food. I like food. Does that even count? I think everyone enjoys a good meal.

What’s on your playlist lately?

My musical taste varies pretty drastically, and it totally depends on my mood. But the last five songs I’ve listened to (courteous of Apple Music) were: Shake Em Off by Syd, God’s Plan by Drake, A.D.H.D. by Kendrick Lamar, Two Weeks by FKA Twigs, and I’m Still in Love with You by Al Green.

I know you’re a big Chicago Cubs fan. Did you get a chance to catch any games last summer?

HUUGGGEEEEEE Cubs fan! Even when the Cubs were terrible, I was a fan. That takes dedication. So much heartbreak in my life as a Cubs fan. I found out that Sammy Sosa was a fraud. I joined in on blaming one man for our 2003 playoff collapse when I might have done the same exact thing if I sat in his seat. I endured the White Sox winning the World Series in 2005. I remained true...and for my dedication, I attended an insane World Series parade in 2016. Holy cow!

Sorry, none of that answers your question. Yes, I’m a passionate Chicago Cubs fan, but no, I did not attend any games last season. This year I plan to meet a friend in St. Louis and catch a Cubs/Cards game. Nothing like beating up on the Cardinals in St. Louis. GO CUBS!

What’s your go-to drink?

“Jameson and Ginger Ale, please.”

Note: Ginger Beer is not Ginger Ale. However, when I’m not at the local dive bar, I try to expand my whiskey palette. Whiskey is definitely my favorite drink and I can spend significant time in the liquor store trying to make a decision. My favorite right now is Woodford Reserve.

Thanks for reading! Want to know more about us? You might also like these posts: Meet Team storEDGE: Alison Renfro, Account Manager, Meet Team storEDGE: Chris Lasiter, Business Development Executive, and Meet Team storEDGE: Eric Hankins, Senior Software Engineer.