Customer Services - Account Manager

10 Federal Storage offers customers a convenient storage experience 24/7. 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.

Key Responsibilities
Customer Service & Tenant Experience

Serve as the primary point of contact for tenant inquiries, concerns, and escalations — delivering prompt, professional, and empathetic service at every touchpoint.

Assist customers with renting storage units, explaining lease terms, fees, insurance requirements, and completing lease agreements accurately.

Proactively follow up on reservations and conduct move-in audits to ensure accurate processing and a smooth onboarding experience for new tenants.

Process move-outs and unit transfers in accordance with company policies and timelines.

Respond to tenant concerns with professionalism, escalating to senior management as appropriate and following up to ensure full resolution.

Monitor and respond to facility-specific emails in a timely manner to maintain clear, consistent communication with tenants.

Submit check requests for refunds and process waivers or voids within the approved authorization tier.

Maintain accurate, organized, and thorough account records to support efficiency, compliance, and transparency.

Assist tenants in navigating third-party claims processing when applicable.

Submit and follow up on work orders relevant to tenant service issues.

Delinquency Management

Conduct scheduled outbound calls to delinquent accounts in a professional, empathetic, and compliant manner, documenting all efforts per company policy.

Ensure all collection activity complies with applicable state and local laws governing delinquency.

Audit tenant accounts to verify proper insurance and/or protection plan coverage, lease signatures, and required documentation.

Support auction compliance and coordinate unit preparation activities for auction processing.

Qualifications

High school diploma or equivalent.

Genuine passion for customer service with an outgoing, solutions-oriented personality.

Strong verbal and written communication skills with the ability to foster positive interactions and de-escalate challenging situations.

Demonstrated ability to work independently with minimal oversight as well as collaboratively within a team.

Detail-oriented with excellent organizational and time management skills.

Solid understanding of basic math and general accounting principles.

Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint; comfortable learning new platforms quickly.

Ability to adapt to shifting priorities and problem-solve in situations with limited standardization.

Committed to maintaining personal integrity and modeling positive, professional conduct.

Ability to stay current with training requirements, policies, and procedures.

Preferred Qualifications

1–2 years of experience in self-storage, property management, or a related customer-facing field.

Experience managing tenant accounts, delinquency collections, or lease administration.

Background in a high-volume customer service environment with a track record of building tenant relationships.

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