Customer Account Manager

Basic Function

Manages the Customer Accounts Department, which is responsible for the renewal payment process. Responsible for achieving company standards on non-renewal closing percentages.

Reporting

Reports directly to the General Manager

Primary Responsibilities

• The Acquisition and Maintenance of Customers

• Monitor and recommend payment frequency changes to the General Manager

• Immediate contact of all customers who have not renewed their lease agreement(s)

• Act as a customer counselor who resells the benefits of timely lease agreement renewal payments

• Document all customer promises and update customer information in the store computer system

• Monitor the accuracy of customer classifications according to customer payment history and habits

• Payment frequency changes to General Manager based on customer payment history

• Maintain updated accurate customer information

• Clean and certify merchandise in the Quality Assurance Center for all items personally returned

• Complete and maintain weekly truck maintenance sheet and route sheets daily

• Supervise, develop and schedule the activities of Accounts Advisers

• Recommend the use of extensions and rebuilds to the General Manager for endorsement

• Confirm customer identification, collect money and obtain customers’ signature on lease agreements CAM is second up on this process

• First up to help set and achieve renewal goals

• Update goal board daily

• Facilitate non-renewal returns authorized by GM

• Review and close lease agreements with customers as 2nd up

• Other tasks as assigned by management

Position requires

Position routinely requires lifting, loading, and “dollying” merchandise 50-300 pounds All skills necessary to effectively perform all functions in the store

Good communication and interpersonal relationship skills Strong telephone etiquette and skills

Good organizational skills Professional appearance

Good driving skills

Licensure and Background requirements

Satisfactory MVR (driving record), D.O.T. physical/certification in states that require it, drug screen, criminal background investigation with job performance reference check and required testing, a valid Driver’s License and compliance with the Company’s Driver Qualification Policy