Client Services Representative
tom james companyFranklin (TN)
About the role
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 retailerscontrolling 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.
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 OffRetirement Savings Plan9 Paid Holidays
Profit Sharing
Employee Stock Purchase Plan
Before you apply
Applying takes about a minute. These four things decide how fast it moves after that.
Your profile is current
It's what we read first. Occupations, seniority and locations matter more than a long history.
Two examples you can talk through
Not a portfolio — just two pieces of work where you can explain the decisions and what you'd change.
A number in mind
What you're on now and what would make you move. We negotiate better when we know both.
Your notice period
Employers plan around it, and it's the question that stalls offers most often.
Once you apply, someone reads it and calls you before anything reaches the employer — usually within two working days.
More like this