Client Experience Specialist (50525)

American Furniture Rentals; Pennsauken Township (NJ); On-site; USD 45,000 - 60,000; Full time

Job summary

American Furniture Rentals is seeking a National Accounts Coordinator to manage the flow of information between branch locations and national accounts, answer questions, resolve complaints, and address emergencies to uphold top-tier account satisfaction.

The role involves coordinating invoicing, quotes, master leases, and timely monthly billing, maintaining clear NAV-driven records, training new staff, and ensuring accurate contracts and collections for all national accounts.

Qualifications

• Bachelor’s degree or equivalent is required.
• Prior installation experience is required.

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 and create Kit to mirror updated quote.
• Coordinate with Customer Service National Account Team to ensure seamless communication 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 NAV data for all national accounts.
• Review contracts prior to invoicing for accuracy; ensure dispatch documents are posted to eliminate delays with monthly invoicing.
• Create/Send monthly invoices for all national accounts.
• Utilize customer ledgers to manage collections and discuss open invoices and balances.
• Pull checks to evaluate payment and educate clients on payment application.
• Create/Send credit memos and apply or move payments when needed.
• Research leads and pass on to Account Manager to pursue.

Skills

Oral communication

Written communication

Customer relations

Organization

Time management

Education

Bachelor''s degree or equivalent

Job description

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: Bachelor’s degree or equivalent.
• Experience: Prior installation experience required.