Customer Services - Account Manager

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 Role

As an Account Manager at 10 Federal, you're the voice of the company for our tenants — and the engine behind a smooth, professional storage experience. This is a role for someone who's equally comfortable having a difficult collections conversation and walking a first-time renter through their lease. You'll own a meaningful portfolio of tenant relationships, manage delinquency workflows, and serve as the go-to problem-solver for your assigned properties.

This isn't a passive, inbox-management role. You'll be proactive, organized, and solutions-oriented — the kind of person who closes the loop without being asked.

What You'll Do

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, and insurance requirements, and completing lease agreements accurately
• Proactively follow up on reservations and conduct move-in audits to ensure accurate processing and a seamless onboarding experience for new tenants
• Process move-outs and unit transfers in accordance with company policies and timelines
• Monitor and respond to facility-specific emails to maintain clear, timely communication with tenants
• Submit check requests for refunds and process waivers or voids within your approved authorization tier
• Maintain accurate, organized account records to support efficiency, compliance, and transparency
• Submit and follow up on work orders related to tenant service issues
• Assist tenants in navigating third-party claims processing when applicable

Delinquency Management

• Ensure all collection activity complies with applicable state and local regulations
• Audit tenant accounts to verify proper insurance and/or protection plan coverage, lease signatures, and required documentation
• Support auction compliance and coordinate unit preparation for auction processing

What You Bring

• High school diploma or equivalent
• A genuine passion for customer service — you're outgoing, solutions-driven, and don't shy away from a tough conversation
• Strong verbal and written communication skills, including the ability to de-escalate and build rapport
• The ability to work independently without a lot of hand-holding, while still showing up as a reliable team member
• Sharp attention to detail and strong organizational habits
• Comfort with basic math and general accounting principles
• Proficiency in Microsoft Office Suite; willingness to learn new platforms quickly
• Adaptability — you can pivot when priorities shift and find a path forward when the playbook doesn't cover it
• A commitment to integrity and professional conduct, always

Bonus Points For:

• 1–2 years of experience in self-storage, property management, or a customer-facing field
• Experience managing tenant accounts, delinquency collections, or lease administration
• Background in a high-volume service environment with a track record of building lasting customer relationships