Website ECLIPSE RTO, LLC

CUSTOMER ACCOUNT REPRESENTATIVE

Reports to: STORE MANAGER

FLSA Status: Non-Exempt

Summary/Objective

The Customer Account Representative manages rental accounts and meets company account management goals and expectations by collecting on current and past due accounts while adhering to company standards, policies, and procedures. This role positively impacts customer growth and revenue through sales activities, account management, and providing total customer satisfaction. The CustomerAccount Representative accomplishes these in a way that is consistent with the RAC mission statementand core values.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The CUSTOMER ACCOUNT REPRESENTATIVE will:

Account Management:

 

Maintain accurate records of customer account activity, to include current and past due accounts
Review past due accounts and communicate in person and via phone with the customers to promote timely payments
Collect customer payments on a timely basis and meet daily/weekly collection standards
Complete customer service calls in a timely manner as assigned
Follow all policies and procedures and adhere to all standards

 

Deliveries &Pick-ups:

 

Proper moving and handling to load/unload truck, or other vehicle, per policy to safely protect coworker and merchandise
Safe transportation and delivery of merchandise to customer homes in Company provided vehicle as assigned
Install and set up merchandise, and instruct customers on proper use of merchandise
Pick-up merchandise from customer homes as assigned
Keep vehicles clean and properly maintained as assigned
Complete customer service calls in a timely manner as assigned

 

Sales:

 

1. Greet and assist customers on the sales floor

2. Obtain new rental orders on the sales floor and over the phone

3. Complete rental agreements as required

4. Prospect for new business by telemarketing and distributing print materials

 

Showroom and Backroom areas:

 

1. Refurbish merchandise to like new condition

2. Keep showroom, backroom, and all store areas neat, clean and organized,

including vacuuming, dusting, and handling household cleaning materials

Required Education and Experience

• Must be at least 19 years of age• High school diploma or GED• 1 – 2 years of customer service experience (sales and collections experience is a plus)• Valid state driver’s license and good driving record

Preferences

Ideally, a candidate for a Rent-A-Center CUSTOMER ACCOUNT REPRESENTATIVE is:• Friendly, with exceptional communication skills• Dynamic, with an outgoing personality and a desire to learn• Customer service oriented

Seeking a career, not just a job
Competencies

1. Drive & Tenacity/ Resilience

2. Teamwork & Collaboration

3. Customer Service

Supervisory Responsibilities

This position has no supervisory responsibilities.

Physical Demands

The physical demands described here are representative of those that must be met by a coworker to successfully perform the essential functions of this job. While performing the duties of this job, the coworker is regularly required to talk and hear. This position is very active and requires standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing all day. The coworker must frequently lift and/or move (push/pull) heavy items and merchandise. Specific vision abilities requiredby this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Expected Hours of Work

This is a full-time position (approximately 38 – 40 hours), and days and hours of work are Monday through Saturday, store open to close hours.

This job description is not intended to be all-inclusive. Employee may perform other related duties as needed to meet the ongoing needs of the organization.

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