Job Title: Client Experience Specialist - National Accounts
Department: National Accounts
Reports To: Director of National Accounts
BASIC FUNCTION: Coordinating all national activity between the branch location and the account. Answering account questions, resolving complaints, and addressing emergency issues when needed. Handling the account quickly and efficiently to achieve the highest level of account satisfaction.
RESPONSIBILITIES:
• Maintain open communication with AFR’s National Accounts regarding their orders, issue resolution, invoicing questions and concerns.
• Create cost analysis and quotes based on customer needs. Compose master lease to mirror quote.
• Maintain team folders• Create Kit to mirror updated quote
• Work with the Customer Service National Account Team to ensure seamless communication is maintained when contacted by their accounts.
• Train new staff members on policies, practices and NAV program
• Maintain national account customer cards to include accurate information for accounting contacts
• Prepare biweekly aging reports by collecting and analyzing information pulled from NAV for all national accounts.
• Review all contracts prior to invoicing for accuracy. This includes working with operations to make sure all dispatch documents are posted, in order to eliminate delays with monthly invoicing.
• Create/Send monthly Invoices for all national accounts
• Utilize the customer’s ledger to make collection efforts and discuss open invoices and account balances.
• Pull checks to evaluate payment, and educate the client on the information needed to apply payments correctly
• Create/ Send Credit Memos, and Apply or Move Payments when needed
• Research leads and pass on to Account Manager to pursue
• Other duties requested by Account Manager as needed
SKILLS:
•Oral and written communication skills
•Customer relations, customer service and interpersonal relation skills
•Organization, planning, time management skills
•Professionalism and diplomacy skills
Qualifications
EDUCATION/TRAINING:
Degree: Bachelor’s or Equivalent
EXPERIENCE:
Prior Installation experience required
Skills Required
- Bachelor's degree or equivalent
- Prior installation experience
- Experience with Microsoft Dynamics NAV (NAV)
- Experience preparing invoices, credit memos, and monthly billing
- Experience with accounts receivable, aging reports, and collections
- Ability to create cost analyses and customer quotes
- Strong oral and written communication skills
- Organization, planning, and time management skills
- Professionalism and diplomacy in client interactions
- Ability to review contracts for invoicing accuracy and coordinate with operations
What We Do
Headquartered in Pennsauken, New Jersey, American Furniture Rental is a leading, national furniture rental company. Established in 1975, AFR is an award-winning provider of solutions for every type of furniture rental situation, including residential, home staging, commercial, special event and trade show. With 28 strategic locations across the United States, AFR offers customers a differentiated rental experience through stylish and quality products matched with a commitment to excellence of service.
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