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
- 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
At Tom James Company, we believe that taking care of our team is just as important as taking care of our customers. We offer a comprehensive benefits package designed to support your well-being and help you thrive, both personally and professionally. Here is a glimpse of what you can expect as part of our team:
* Health, Dental, and Vision Insurance
* Generous Paid Time Off
* Retirement Savings Plan
* 9 Paid Holidays
* Profit Sharing
* Employee Stock Purchase Plan
Skills Required
- High school diploma or equivalent
- Minimum of one year collections, accounts receivable, customer service, or related experience
- Excellent verbal and written communication skills
- Strong customer service skills with ability to de-escalate difficult situations
- Proficiency with Microsoft Office
- Ability to learn company-specific software and systems
- Experience handling sensitive customer conversations professionally
- Ability to prioritize multiple responsibilities and work in a fast-paced environment
- Maintain regular and reliable on-site attendance
Tom James Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Tom James and has not been reviewed or approved by Tom James.
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Retirement Support — Programs include a 401(k), profit sharing, and employee ownership that emphasize long-term wealth building. These elements are presented as meaningful advantages for tenured employees.
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Healthcare Strength — The package spans major medical, dental, vision, life insurance, and both short- and long-term disability. Coverage breadth is positioned to provide peace of mind for individuals and families.
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Leave & Time Off Breadth — PTO is characterized as generous and a strong component of the package. Time-off allowances complement the broader benefits suite.
Tom James Insights
What We Do
Tom James is the world’s largest manufacturer and retailer of custom clothing and the engine behind some of the world’s most established tailored clothing brands. As one of the few remaining vertically integrated clothing retailers—meaning we control the entire manufacturing process ‘from sheep to suit’—we offer unparalleled value to those with an eye for quality. Our service model is based on a simple mantra: “We come to you with fine clothing.” Our clients never wait in line, fight for parking, or covet a garment that doesn’t come in their size. Our clients never settle, because we leverage the support of Tom James’ vertically integrated resources, nearly unlimited fabric and styling choices, plus, the technology of the digital age to offer our clients the individualized wardrobe service they prefer. The efficiency and value of our business model allows us to span all price points, from $800, entry level fully custom suits to the most coveted, 100% handmade garments in the industry: Oxxford Clothes, based in Chicago, using Holland and Sherry cloth. The Tom James Company operates offices in 37 states, the United Kingdom, France, Holland, Germany, Australia & Canada. If you would like to learn more about our service and products, get in touch or visit our website at www.tomjames.com
