Account Manager

Job Title: Account Manager – Customer Retention & Route Delivery

Company: ZSmart Furniture

Location: Grand Rapids, MI

Pay: $17.00 – $19.00 per hour (based on experience) + Performance Incentives

Job Type: Full-Time

Position Summary

Looking for a hands-on role where you aren't stuck behind a desk all day? At ZSmart Furniture, our Account Managers drive our business. You will manage customer payment accounts, build long-term loyalty, assist with showroom sales, and handle product deliveries and pickups directly with our customers.

We promote heavily from within—this role serves as the direct pipeline into Assistant Store Manager and Store Manager leadership positions across our locations.

What You’ll Do

• Manage Account Portfolios: Oversee an assigned portfolio of customer accounts, connecting with customers in-store, by phone, and in person to secure renewal payments and maintain low delinquency.
• Customer Retention & Early-Stage Outreach: Work proactively with past-due accounts (1–15 days) to find workable payment solutions and keep accounts in good standing.
• Delivery & Route Operations: Safely load, deliver, set up, and retrieve home furnishings, appliances, and electronics using our company box truck.
• Sales & Showroom Support: Assist walk-in customers on the showroom floor, explain rent-to-own lease purchase agreements, and process new orders.
• Merchandise Care: Maintain showroom staging, perform light product cleaning/touch-ups, and keep delivery vehicles inspected, clean, and fueled.

Schedule & Hours

• Full-Time: 40+ hours per week (Monday – Saturday schedule)
• Days Off: Every Sunday off, plus one scheduled weekday off
• No late nights (standard retail day hours)

Qualifications

• High school diploma, GED, or equivalent
• At least 21 years of age (for commercial vehicle insurance coverage)
• Valid driver’s license with an acceptable driving record
• Prior experience in retail, customer service, route delivery, moving, or collections is a plus, but we will train the right candidate
• Strong face-to-face communication, de-escalation, and negotiation skills
• Basic computer literacy for logging account notes and processing payments

Physical Requirements

• Ability to regularly lift, carry, and maneuver heavy home furnishings, mattresses, and appliances (50–100+ lbs with dollies, straps, and team lift assistance)
• Comfortable driving and parking a 14- to 16-foot box truck
• Ability to stand, bend, stoop, kneel, and climb stairs during home deliveries throughout an 8-hour shift

Benefits & Perks

• Competitive hourly pay with regular review cycles
• Employee merchandise purchase discount program
• Paid time off (PTO) and paid holidays
• Fast-track advancement opportunities into store leadership

ZSmart Furniture is an Equal Opportunity Employer. All hiring decisions are based on business needs, job requirements, and individual qualifications without regard to race, color, religion, sex, national origin, age, disability, or veteran status.

Job Type

Full-time

Pay: $17.00 - $19.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Paid training

Application Question(s):

• Have you worked in a customer-facing role before (delivery, service, retail, installation etc.)?
• This role requires lifting 50-75 lbs regularly and moving up to 300 lbs with a partner/equipment. Are you able to perform these physical tasks safely?
• Our store schedule requires working every Saturday (with Wednesdays and Sundays off). Are you available to work this specific schedule?

License/Certification:

• Driver's License (Required)

Work Location: In person