Customer Experience (CX) Representative - Intermountain Region

Airgas

2d•Hybrid

About The Position

The Customer Experience Representative (CXR) 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. The ideal candidate must be a problem solver with strong written communication skills, as well as a customer first mentality. 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.

Requirements

High school diploma or equivalent.
Understanding of quality customer service and the relationship to collection efforts.
Ability to manage multiple priorities.
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.
Service oriented, effective communications, follow up skills, critical thinking, team player, conflict resolution skills, adaptability, active listening, decision making, extreme ownership, and empathy.

Nice To Haves

A proven track record of success in prior collection roles, a plus.
Some commercial collection experience is preferred.
Bilingual (Spanish) a plus, but not required.
Experience with SAP and/or ERP systems a plus, basic excel experience.

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. These relationships can be critical with collection efforts.
Involve regional collections managers when possible and keep them informed of issues at all times.
Documentation is critical, log conversations, e-mails and other communications.
Organize documentation to facilitate follow-up efforts.
Initiate appropriate follow-up action on mail returned as undeliverable.
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.