CX Customer Experience (Accounts Receivable) Representative

Airgas

4d • 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 CX Customer Experience (Accounts Receivable) Representative in Tulsa, OK! We are looking for you! This role is a hybrid role in Tulsa, OK Quentin Chavis Jr. / [email protected] / 346-459-4397 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. 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.

Requirements

• High School Diploma/GED required
• Prior experience in credit & collections, accounts receivable, finance and/or related field
• Proficient in Google suite applications and Microsoft Office (Word, Excel)
• A strong “customer service” mindset and the ability to use collaborative and non-adversarial approaches in achieving diverse goals.
• Ability to build positive relationships and strive to understand customer’s needs, both internal and external.

Nice To Haves

• Associate’s degree in Business, Accounting or related-field preferred
• Prior experience with SAP or an ERP system is highly preferred
• Bilingual (Spanish) a plus, but not required.

Responsibilities

• 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.
• 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.

Benefits

• medical, dental, and vision plans
• vacation, sick time, floating holidays, and paid holidays for full-time employees
• progressive parental leave package for our eligible Airgas parents, offering generous paid time off for the birth or placement of children
• 401k plan with company matching funds
• tuition reimbursement
• discounted college tuition for employees’ dependents
• Airgas Scholarship Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees