Client/Customer Support Rep

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

Maintain regular and reliable on-site attendance

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

Proficiency with Microsoft Office applications and the ability to learn company-specific software and systems.

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

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. If you would like more information about how your data is processed, please contact us.