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/Collections 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.
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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
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
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.
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