Client Services Representative

Tom James Company is the world’s largest manufacturer and retailer of made-to-order clothing and the engine behind one of the most established tailored clothing brands. As one of the few remaining vertically integrated clothing retailers—controlling the entire manufacturing process ‘from sheep to suit’—we offer unparalleled value to those with an eye for quality. 

The Client Services Representative plays a key role in delivering exceptional customer service while helping maintain the company's financial health. This position partners closely with clients, Sales Professionals, and internal departments to resolve account issues, manage payment arrangements, and collect outstanding balances in a professional and customer-focused manner. The ideal candidate is an effective communicator with strong problem-solving skills who can balance excellent customer service with sound business judgment while supporting the Tom James sales cycle and delivering a positive client experience.

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