Job Description
Job Description
Job Overview
Account Managers are primarily responsible for the collection of revenues, asset loss prevention, and customer retention.
A successful Account Manager has excellent verbal & written communication skills, creative problem solving, high attention to detail, and is goal-driven.
Account Managers play a deciding role in a store’s revenue efficiency, customer retention, and inventory management.
A Typical Day
Account Managers start their day contacting expired customers via calls, texts, and emails. Account Managers will also review customer folders for more contact information and perform skip traces to locate customers that have moved without notification.
After the calls, Account Managers will perform field visits (what we call "chases"). These are just visiting the homes of customers that we have been unable to establish communication with over the phone.
The goal of a chase is to speak with the customer about getting their account back on time. Some days may require being on the road for a few hours, other days may only have a few stops.
Throughout the day, Account Managers may also be asked to assist with the delivery or return of rental merchandise. It's not uncommon in this role to also be involved in sales & marketing activities, product refurbishment, and facility maintenance.
Why It Matters
Account Managers are the backbone to maintaining a customer relationship. How they interact with an expired customer can be the difference between having a customer for life and losing one to a competitor.
Account Managers are who the customer calls when they have a hardship and may not be able to pay on time. Taking commitments, arranging a payment plan, and utilizing extensions are all tools available to help maintain that customer relationship.
Account Managers are tasked with keeping accounts current so Happy's can remain profitable and customers can achieve ownership.
The Requirements
Available able to work the schedule hours. The schedule is usually the same 40 hours each week.
Ex. Mon 9am-7pm, Tues 10am-7pm, Wed OFF, Thurs 10am-7pm, Fri 10am-8pm, Sat 8am-5pm, Sun OFF
Dependable show up on time and work the entire shift.
Professional behaving appropriately when at work.
Display our core values of grit, belief, and a customer-focused mindset .
Ability to lift up to 50 lbs. unassisted.
A valid drivers’ license.
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