Account Manager

About 10 Federal Storage:

10 Federal Storage offers customers a convenient storage experience 24/7. With over 94 storage facilities covering 9 states, we rely on technology to automate the storage process. Customers can lease units online or at one of our onsite kiosks with a contactless process. By showing the values of Innovation, Authenticity, Financial Responsibility, Excellence, and Integrity, we leverage cutting-edge technology to enhance people’s lives.

The Account Manager is a primary point of contact for customer service-related issues for the Storage Management Team. This position will be responsible for managing tenant delinquencies, reservations/move in processing, escalated tenant concerns, ensuring insurance/protection plan on all units, and performing outbound calls and follow up communications to tenant concerns.

Benefits:

• Several no cost premium health insurance options are available with up to $1,200 annual Health Savings Account employer contribution.
• Dental, vision, life insurance, and short term and long-term disability options.
• Employee Discounts on auto, home, and pet insurance.
• Employee Assistance Program.
• Employee Recognition Program.
• 401k with employer matching; immediate vesting for employee and employer contributions (eligible to enroll after 90 days of employment).
• 10 paid holidays.
• Paid Time Off accrued throughout the year, increasing with years of service.
• Exclusive discounts on travel, electronics, entertainment, and more.

Responsibilities:

Customer Service & Sales:

• Commitment to executing all sales and service programs to maximize sales opportunities and meet customer needs.
• Assist customers with renting storage units, understanding the lease terms, fees and insurance and completing lease agreements.
• Maintains account records that are accurate, up-to-date, and organized in a fashion that provides thorough documentation, increases efficiency and is understandable to others.
• Complete any necessary tasks to assist in resolving the issue at hand.
• Submit check requests for refunds, process waivers / voids within assigned approval tier.
• Submit and respond to assigned work orders.
• Monitor facility specific emails and respond in a timely manner.
• Follow up on reservations and audit move ins for accurate processing.
• Complete move outs and transfers according to company policies.
• Communicate with tenants on escalated concerns and include necessary upper management.
• Accurately process account adjustments with approval.
• Assist with directing tenant to 3rd party claim processing.
• Report all incidents to the Senior Property Manager / District Manager and follow direction given for proper execution of resolutions.
• Other duties as assigned.

Delinquency Management:

• Make scheduled delinquent calls on time and in a professional manner while documenting and reporting the effort per company policy.
• Ensure timely collection of rent and monitor delinquency percentage thresholds.
• Follow assigned state laws for delinquency collections.
• Audit tenant accounts for proper insurance/protection plan coverage, lease signatures and other related documents.
• Perform outbound calls to collect on delinquent accounts.
• Produce reports as needed for assigned facilities.
• Assist in auction compliance and unit preparation for auction.
• Other duties as assigned.

Qualifications:

• High school degree or equivalent.
• Must have weekend availability.
• Energetic, outgoing, customer-oriented personality.
• Communicate in a manner that promotes & sustains customer satisfaction and encourages others to do the same.
• Act with personal integrity and service as a positive example for others.
• Able to work independent of direct oversight and as a team.
• Customer centric attitude and drive to satisfy internal and external customer needs.
• Use the ‘buddy system’ when needed – filling in for team members during PTO etc.
• Detail-oriented with strong organization, time management, written and verbal communication skills.
• Basic math and general accounting functions.
• Ability to keep up to date with and comply with training, policies, and procedures.
• Thorough knowledge of and strong skill set for a variety of computer applications including Microsoft Office, Excel, PowerPoint, and other programs.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Physical Demands:

While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand, walk, and sit. The employee is regularly required to use hands and fingers, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance. The employee must occasionally lift and/or move up to 15 pounds. Must be able to work in an open office environment, cubicle and/or private office, as assigned.

10 Federal is an equal opportunity employer and embraces diversity. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status. All qualified candidates are encouraged to apply.