Customer Experience Representative (Collections)

Airgas•Tulsa, OK

6d•Hybrid

About The Position

The Customer Experience Representative (CXR) is a proactive problem-solver responsible for managing a portfolio of customer accounts, driving collection efforts, and resolving complex customer issues related to billing, pricing, cylinder discrepancies, and cash applications. The CXR acts as a vital consultant who identifies credit risks, maintains high-level internal partnerships, and ensures customer relationships remain strong and productive. Collection efforts are time-sensitive, requiring excellent skills in organization, time management, and critical thinking.

Requirements

High School Diploma or equivalent.
A "client service" orientation that views collections as a supportive business function rather than an adversarial one.
Exceptional written and verbal communication skills; ability to express complex ideas clearly and concisely.
Core Competencies: Critical thinking, active listening, adaptability, and the ability to manage multiple priorities in a time-sensitive environment.

Nice To Haves

Experience with SAP and/or ERP systems.
Commercial collections experience with a proven track record of success.
Bilingual skills (Spanish)
Proficiency in Google Workspace (Sheets, Docs, Gmail, Meet, etc.)
General understanding of all other CX disciplines: cash apps, data integrity, account set up, credit, tax, cylinder assets, analytics, disputes, credit memos, pricing.
Familiarity with hardgood products and branch/plant operations is highly valued.

Responsibilities

Prioritize your portfolio to maximize collection benefits and secure timely remittances.
Contact customers regarding past-due invoices and obtain future payment information.
Identify account risks, spot AR trends, and monitor for indicators of delinquency.
Perform routine reviews and releases of sales orders throughout the day.
Identify errors and discrepancies on customers’ accounts.
Create, investigate, and resolve disputes from initiation to final resolution.
Investigate and resolve discrepancies related to pricing, billing, cylinder assets, and cash applications.
Research complex account issues to achieve a thorough understanding of data and trends.
Maintain quality relationships with branch managers, account managers, district managers, AVPs, National Account Managers and MSVPs.
Involve collections managers when possible and keep them informed of issues at all times.
Recognize significant credit risks and escalate significant matters to the Accounts Receivable Supervisor and up.
Utilize customer service skills at all times to ensure collections efforts do not impair customer relationships.
Maintain meticulous records of all conversations, emails, and follow-up actions.
Organize documentation to facilitate follow-up efforts.
Take "extreme ownership" of account maintenance, including handling undeliverable mail and updating account details.