Customer Experience (CX) Representative - Mid South Region

Airgas

19h•Hybrid

About The Position

At Airgas, we are committed to building a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world. Airgas is Hiring for a Customer Experience Representative in Tulsa, OK! We are looking for you ! 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. 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.

Requirements

High school diploma or equivalent.
Some commercial collection experience is preferred.
Experience with SAP and/or ERP systems (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.
Ability to manage multiple priorities

Nice To Haves

Bilingual (Spanish) a plus, but not required.

Responsibilities

Identify account risks, potential credit problems, spotting AR trends, disputes, and other customer issues.
Service oriented, effective communications, follow up skills, critical thinking, team player, conflict resolution skills, adaptability, active listening, decision making, extreme ownership, and empathy.
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.

Benefits

We care about and support our Airgas Families. This is evident not only through our competitive compensation but also through a comprehensive benefits package that includes medical, dental, and vision plans, short-term and long-term disability, life and accidental death and dismemberment (AD&D) insurance, Employee Assistance Program (EAP), pre-tax commuter transportation benefit, parental leave, vacation, sick time, floating holidays, jury duty and funeral/bereavement leave, and paid holidays for all eligible full-time employees. Additionally, we offer our eligible employees a 401k plan with company matching funds, tuition reimbursement, discounted college tuition for eligible employees’ dependents, and an Airgas Scholarship Program for dependent children. Associates who are members of collective bargaining units should review their bargaining agreement to determine whether they are eligible for some or all of the benefits described here and to see any special terms or conditions for eligibility.

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