Customer Experience CX Representative - Strategic Accounts
Customer Experience CX Representative - Strategic Accounts
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Job Description
Location:
Tulsa OK W. 7th St. Management Central BSCHow will you CONTRIBUTE and GROW
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 Divisions 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.
In particular you will:
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 emails and other communications. Organize documentation to facilitate followup efforts. Initiate appropriate followup 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.
Are you a MATCH
To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skills and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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 nonadversarial approaches in achieving diverse goals.
EDUCATION and/or EXPERIENCE:
High school diploma or equivalent.
Some commercial collection experience is preferred.
Bilingual (Spanish) a plus but not required.
Understanding of quality customer service and the relationship to collection efforts.
Experience with SAP and/or ERP systems a plus basic excel experience.
Ability to manage multiple priorities.
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 vacation sick time floating holidays and paid holidays for fulltime employees.
We provide a progressive parental leave package for our eligible Airgas parents offering generous paid time off for the birth or placement of children including 14 weeks of paid child birth benefit for birth mothers on leave as well as paid parental leave benefits for other associates.
Additionally we offer our employees a 401k plan with company matching funds tuition reimbursement discounted college tuition for employees dependents and an Airgas Scholarship Program for dependent children.
Your differences enhance our performance
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.
We welcome and consider applications from all qualified applicants regardless of their race gender sexual orientation religion disability or any other protected characteristic. We strongly believe a diverse organization opens up opportunities for people to express their talent both individually and collectively and it helps foster our ability to innovate by living our fundamentals acting for our success and creating an engaging environment in a changing world.
Equal Employment Opportunity Information
We are an equal opportunity employer. We evaluate qualified applicants without regard to race color religion sex sexual orientation gender identity national origin disability veteran status or any other protected characteristic.
Please click here to view the EEO Know Your Rights poster and here to view the Pay Transparency Nondiscrimination poster. Airgas an Air Liquide Company invites any applicant and/or employee to review the Companys written Affirmative Action Plan or Policy Statement. This plan or policy statement is available for inspection upon request.
Airgas an Air Liquide Company and its group of companies does not discriminate against qualified applicants with disabilities and is committed to providing reasonable accommodations to the known disabilities of such individuals so as to ensure equal access to benefits and privileges of employment. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process please contact us by email at .
Required Experience:
Unclear Seniority
Employment Type
Full-Time
