Client Services Representative

Job Duties

• Prepare, review, and distribute collection letters and other correspondence in accordance with company policies and established procedure

• Place and receive collection calls in a professional, courteous, and customer-focused manner while working to resolve delinquent account balances

• Respond promptly to customer inquiries by phone, email, and written correspondence regarding account balances, billing questions, payment history, and other account-related concerns

• Contact customers regarding past-due accounts, discuss payment options, negotiate payment arrangements within established guidelines, and document all collection activity

• Maintain and monitor customer payment plans and records, ensuring timely follow-up and accurate account documentation

• Partner with Sales Professionals to resolve collection issues while balancing positive customer relationships with the company's financial objectives

• Provide exceptional customer service by communicating professionally, demonstrating empathy, and resolving issues in a timely and effective manner

• Develop and maintain a thorough understanding of the Tom James sales cycle, business processes, products, and customer service standards to effectively support customers and Sales Professionals

• Protect confidential customer and financial information by adhering to company policies and applicable privacy requirements

• Performs other related duties, as required or assigned 

• Maintain regular and reliable on-site attendance

Required Knowledge, Skills & Abilities

The ideal candidate will have:   

• Excellent verbal and written communication skills with the ability to communicate professionally and effectively with customers, Sales Professionals, and employees at all organizational levels.
• Strong customer service skills with the ability to de-escalate difficult situations and build positive working relationships
• Demonstrated ability to prioritize multiple responsibilities, manage time effectively, and remain composed under pressure
• Strong organizational skills with exceptional attention to detail and accuracy
• Proficiency with Microsoft Office applications and the ability to learn company-specific software and systems.  s

Experience & Education

• High school diploma or equivalent required
• Minimum of one year of collections, accounts receivable, customer service, or related experience involving telephone communication and customer interactions
• Experience handling sensitive customer conversations while maintaining professionalism
• Experience working in a fast-paced environment with competing priorities