Client Services Representative

Tom James Company; Franklin (TN); On-site; USD 38,000 - 46,000; Full time

Job summary

Tom James Company in Franklin, TN is seeking a Collections Specialist to prepare, review, and distribute collection letters and other correspondence in line with company policies, while handling delinquent account balances.

You will contact customers, discuss payment options, negotiate arrangements, monitor payment plans, and document all activity to maintain accurate records, deliver exceptional service, and support Sales Professionals, with on-site attendance required.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Verbal communication

Written communication

Customer service

De-escalation

Time management

Attention to detail

MS Office

Education

High school diploma or equivalent

Job description

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

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.

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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

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. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.