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.