Client/Customer Support Rep

Client Services Representative
Vice President of Client Services

The Client Services Representative is responsible for working closely with production clients to coordinate their production needs from Studio Operations. Ensuring effective operational workflow for their productions and a point of contact for assistance or problem resolution. Works closely with the TPS Billing Manager and Studio Operations team to ensure invoicing is correct and timely.

This is a full-time, exempt position.

Billing Accuracy & Review: Review and audit client invoices in partnership with the Studio Operations Team and TPS Billing Manager to ensure accuracy, completeness, and timely delivery to clients.
Cross-Functional Coordination: Collaborate with internal departments (operations, billing, production teams) to ensure alignment, efficiency, and successful execution of client services.
Client Issue Resolution & Support: Proactively manage and resolve client inquiries, complaints, and service-related issues; Coordinate and support client onboarding activities, including move-ins, operational setup, and service alignment to ensure a seamless client experience.
Quality Assurance & Continuous Improvement: Conduct follow-ups on client interactions and services to ensure quality standards are met and identify opportunities for process improvement.
Ethical & Performance Standards: Operate effectively within a structured, performance-driven environment while maintaining the highest level of professionalism, confidentiality, and ethical standards.
Administrative & Operational Support: Maintain accurate records, documentation, and tracking of client interactions, billing activities, and operational workflows.
~ Ability to lift and carry office supplies and equipment up to 20 pounds as needed.

The foregoing are intended only as illustrations of the various types of work performed. Production & Client Relations Experience: 3+ years of experience in production operations, studio environments, or client-facing roles, with demonstrated success supporting client needs and production workflows.

• Results-Driven Performance: Demonstrated track record of meeting or exceeding defined team goals and performance metrics, with a strong sense of accountability.
• Client Relationship Management: Proven ability to build, maintain, and strengthen client relationships through proactive communication and high-quality service delivery.
• Problem Solving & Client Service: Strong customer service mindset with demonstrated ability to identify issues, develop solutions, and drive resolution effectively. Pressure Management: Ability to perform effectively under pressure while maintaining quality and meeting tight deadlines.
• Flexibility & Availability: Willingness and ability to work non-traditional hours, including evenings and weekends, and travel as business needs require.
• Systems Knowledge (Preferred): Experience with Yardi and Rental Tracker systems preferred; ability to quickly learn and utilize operational software tools.

TPS at Fort Mac, LLC (the “Company”), provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, the Company complies with applicable state and local laws governing nondiscrimination in employment in every location where the Company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. The Company expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, veteran status, or any other protected characteristic.