About the position
The Customer Experience (CX) Representative is responsible for the daily tasks related to collection efforts of a portfolio of customer accounts and resolving customer issues related to billing, pricing, cylinder discrepancies, cash applications, as well as various other customer issues. The CXR will effectively communicate and support the Division's collection goals, while providing quality customer service. The CXR will obtain an understanding of Company policies and procedures, and will actively pursue knowledge of skills and tools to be used in all collection efforts. Recognition of significant credit risks and escalation of these matters are critical. Collection efforts are time sensitive, requiring excellent skills in organization and management of time, efforts, and resources. From time to time, research will be required, the CXR will employ skills and resources to achieve a thorough understanding of information. This position has a hybrid work arrangement with scheduled days in our downtown Tulsa office combined with days available to work from home, after initial training.
Responsibilities
- Identify account risks, potential credit problems, spotting AR trends, disputes, and other customer issues.
- Communicates potential risks to CX Supervisor, as well as field contacts (Branch Manager, Account Manager, Area Sales Manager, or District Manager).
- Escalate significant matters to Accounts Receivable Supervisor and up.
- Contact customers regarding invoices/accounts which are past due. Provide information as requested in order to facilitate a quick remittance. Obtain future pay information.
- Review/release/escalate sales on a routine basis throughout the work day.
- Prioritize portfolio so collection efforts result in maximum benefits. Watch for key indicators when a customer account is falling behind, becoming delinquent.
- Maintain quality relationships with branch managers, account managers, district managers and AVPs.
- Documentation is critical, log conversations, e-mails and other communications.
- Identify errors and discrepancies on customers' accounts. Create, investigate, and resolve disputes from beginning to end.
- General understanding of all other CX disciplines: cash apps, data integrity, account set up, credit, tax, cylinder assets, analytics, disputes, credit memos, pricing.
- Utilize customer service skills at all times to ensure collections efforts do not impair customer relationships.
- Special projects and other duties as assigned.
Requirements
- High school diploma or equivalent.
- Some commercial collection experience is preferred.
- Experience with SAP and/or ERP systems a plus, basic Excel/Google Sheets experience.
- A proven track record of success in prior collection roles, a plus.
- An ability to see the collections operation as a financially oriented customer service function which balances cost control with support for the business.
- The candidate must be able to problem solve and quickly research solutions.
- The successful candidate must have a strong 'client service' mindset and the ability to use collaborative and non-adversarial approaches in achieving diverse goals.
- Bilingual (Spanish) a plus, but not required.
- Ability to manage multiple priorities.
Benefits
- Medical, dental, and vision plans.
- Vacation, sick time, floating holidays, and paid holidays for full-time employees.
- Progressive parental leave package for eligible Airgas parents.
- 401k plan with company matching funds.
- Tuition reimbursement and discounted college tuition for employees' dependents.
- Airgas Scholarship Program for dependent children.
