Account Manager

Arona Home Essentials has a long legacy as an industry leader, with continued growth regardless of the economy.  We are built on a foundation of excellence, customer focus, quality products and services. We operate in over 50 stores in Iowa, Nebraska, Texas, Illinois, Michigan, Florida, Colorado, Kentucky, Indiana, Missouri, New York, Pennsylvania, and Puerto Rico.  We are currently looking to hire an Account Manager

Job Summary:

The Account Manager is responsible for managing the customer lifecycle from sale to delivery through ongoing relationship management, account maintenance, and retention activities. This role supports store operations by coordinating merchandise delivery, maintaining accurate customer accounts, resolving payment issues, and providing exceptional service to ensure customer satisfaction and long-term retention. The Account Manager services as a hybrid position that combines key responsibilities of the Customer Retention Associate and Delivery Specialist roles.

Primary Duties and Responsibilities:

Customer Account Management & Retention

• Build and maintain strong customer relationships to maximize retention and minimize returns.
• Contact customers regarding past-due accounts, missed payments, and upcoming renewals to ensure timely resolution.
• Conduct follow-up visits and calls to maintain active customer engagement.
• Educate customers on contract terms, renewal options, and available products or upgrades.
• Document all customer interactions accurately in the company’s system.

Delivery & Service Coordination

• Assist with merchandise delivery, pickup, and service calls as needed.
• Safely load, secure, transport, and install merchandise in customer homes.
• Demonstrate product features and ensure customer satisfaction upon delivery.
• Complete product returns or exchanges in accordance with company procedures.
• Maintain delivery vehicle cleanliness, safety, and operational standards.

Store Operations Support

• Support the sales floor during high-volume periods, including customer service and product demonstrations.
• Assist with inventory cycle counts, product staging, and showroom organization.
• Ensure compliance with company safety standards and operational procedures.
• Support the team with daily opening and closing tasks as assigned.

Collections & Account Resolution

• Execute in-person and phone-based collection activities for delinquent accounts.
• Work professionally with customers to create solutions that promote account recovery.
• Follow company guidelines regarding escalations, repossessions, and documentation.

Requirements and Qualifications:

• High School diploma or equivalent required.
• Previous experience in customer service, delivery operations, collections, or rent-to-own preferred.
• Strong communication, problem-solving, and time-management skills.
• Comfortable working in customer homes and conducting face-to-face account visits.
• Satisfactory MVR, DOT physical/certification in states that require it, drug screen, criminal background investigation with job performance reference check and required testing, a valid Driver’s License, and compliance with the Company’s Driver Qualification Policy.

Work Environment:

• Flexible schedules which can include nights, weekends and holidays.
• Position requires bending, stooping, and standing for extended periods of time.
• Position routinely requires lifting, loading, and “dollying” merchandise 50 – 300 pounds.