Customer Experience (CX) Representative - Mid South Region
Airgas, Tulsa, Oklahoma, United States, 74145
Overview
R10083316 Customer Experience (CX) Representative - Mid South Region (Open) Location: Tulsa, OK - W. 7th St. - Management - Central BSC
How will you CONTRIBUTE and GROW? Airgas is Hiring for a Customer Experience Representative in Tulsa, OK. 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 CX Representative is responsible for daily tasks related to collection efforts of a portfolio of customer accounts and resolving customer issues related to billing, pricing, cylinder discrepancies, cash applications, and various other customer issues. The CX Representative will communicate and support the Division’s collection goals while providing quality customer service. The CX Representative will obtain an understanding of Company policies and procedures and will actively pursue knowledge of skills and tools used in all collection efforts. Recognition of significant credit risks and escalation of these matters are critical. Collection efforts are time sensitive, requiring strong organization and time management. From time to time, research may be required to achieve a thorough understanding of information.
Responsibilities
Identify account risks, potential credit problems, spotting AR trends, disputes, and other customer issues.
Demonstrate service orientation, effective communications, follow-up skills, critical thinking, teamwork, conflict resolution, adaptability, active listening, decision making, ownership, and empathy.
Communicate potential risks to CX Supervisor and 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 that are past due; provide information to facilitate remittance and obtain future payment information.
Review, release, or escalate sales on a routine basis throughout the workday.
Prioritize portfolio to maximize collection benefits; watch for indicators of delinquency.
Maintain quality relationships with branch managers, account managers, district managers and AVPs; involve regional collections managers when possible and keep them informed of issues.
Document conversations, emails and other communications; organize documentation to facilitate follow-up; initiate follow-up on mail returned as undeliverable.
Identify errors and discrepancies on customer accounts; create, investigate, and resolve disputes end-to-end.
Understand other CX disciplines: cash apps, data integrity, account setup, credit, tax, cylinder assets, analytics, disputes, credit memos, pricing.
Use customer service skills to ensure collections do not impair customer relationships.
Participate in special projects and other duties as assigned.
Required Qualifications
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 is a plus.
Ability to view collections operation as a financially oriented customer service function balancing cost control with business support.
Ability to problem solve and quickly research solutions.
Strong client service mindset and ability to use collaborative, non-adversarial approaches to achieve diverse goals.
Ability to manage multiple priorities.
Preferred Qualifications
Bilingual (Spanish) a plus, but not required.
Benefits We offer a comprehensive benefits package that includes medical, dental, and vision plans; disability and life insurance; EAP; pre-tax commuter benefits; parental leave; vacation, sick time, floating holidays, jury duty and bereavement leave; and paid holidays for eligible full-time employees. We also offer a 401(k) plan with company matching, tuition reimbursement, discounted college tuition for eligible dependents, and an Airgas Scholarship Program for dependent children. Associates who are members of collective bargaining units should review their bargaining agreement for eligibility terms.
Equal Employment Opportunity Airgas is an equal opportunity employer. We welcome all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. Airgas is a Government contractor subject to applicable laws. We provide reasonable accommodations for known disabilities in the employment selection process if needed.
About Airgas Airgas, an Air Liquide company, is a leading U.S. supplier of industrial, medical and specialty gases, as well as hardgoods and related products; and a leading U.S. supplier of safety products and ammonia products and process chemicals. Airgas fosters a culture of safety, customer success, sustainability and innovation. Airgas is a subsidiary of Air Liquide, present in 60 countries with approximately 66,500 employees.
Join Us Join us for a stimulating experience: At Airgas, you matter and so does the work you do. You play an important role in the success of your team while growing a fulfilling career.
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R10083316 Customer Experience (CX) Representative - Mid South Region (Open) Location: Tulsa, OK - W. 7th St. - Management - Central BSC
How will you CONTRIBUTE and GROW? Airgas is Hiring for a Customer Experience Representative in Tulsa, OK. 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 CX Representative is responsible for daily tasks related to collection efforts of a portfolio of customer accounts and resolving customer issues related to billing, pricing, cylinder discrepancies, cash applications, and various other customer issues. The CX Representative will communicate and support the Division’s collection goals while providing quality customer service. The CX Representative will obtain an understanding of Company policies and procedures and will actively pursue knowledge of skills and tools used in all collection efforts. Recognition of significant credit risks and escalation of these matters are critical. Collection efforts are time sensitive, requiring strong organization and time management. From time to time, research may be required to achieve a thorough understanding of information.
Responsibilities
Identify account risks, potential credit problems, spotting AR trends, disputes, and other customer issues.
Demonstrate service orientation, effective communications, follow-up skills, critical thinking, teamwork, conflict resolution, adaptability, active listening, decision making, ownership, and empathy.
Communicate potential risks to CX Supervisor and 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 that are past due; provide information to facilitate remittance and obtain future payment information.
Review, release, or escalate sales on a routine basis throughout the workday.
Prioritize portfolio to maximize collection benefits; watch for indicators of delinquency.
Maintain quality relationships with branch managers, account managers, district managers and AVPs; involve regional collections managers when possible and keep them informed of issues.
Document conversations, emails and other communications; organize documentation to facilitate follow-up; initiate follow-up on mail returned as undeliverable.
Identify errors and discrepancies on customer accounts; create, investigate, and resolve disputes end-to-end.
Understand other CX disciplines: cash apps, data integrity, account setup, credit, tax, cylinder assets, analytics, disputes, credit memos, pricing.
Use customer service skills to ensure collections do not impair customer relationships.
Participate in special projects and other duties as assigned.
Required Qualifications
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 is a plus.
Ability to view collections operation as a financially oriented customer service function balancing cost control with business support.
Ability to problem solve and quickly research solutions.
Strong client service mindset and ability to use collaborative, non-adversarial approaches to achieve diverse goals.
Ability to manage multiple priorities.
Preferred Qualifications
Bilingual (Spanish) a plus, but not required.
Benefits We offer a comprehensive benefits package that includes medical, dental, and vision plans; disability and life insurance; EAP; pre-tax commuter benefits; parental leave; vacation, sick time, floating holidays, jury duty and bereavement leave; and paid holidays for eligible full-time employees. We also offer a 401(k) plan with company matching, tuition reimbursement, discounted college tuition for eligible dependents, and an Airgas Scholarship Program for dependent children. Associates who are members of collective bargaining units should review their bargaining agreement for eligibility terms.
Equal Employment Opportunity Airgas is an equal opportunity employer. We welcome all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. Airgas is a Government contractor subject to applicable laws. We provide reasonable accommodations for known disabilities in the employment selection process if needed.
About Airgas Airgas, an Air Liquide company, is a leading U.S. supplier of industrial, medical and specialty gases, as well as hardgoods and related products; and a leading U.S. supplier of safety products and ammonia products and process chemicals. Airgas fosters a culture of safety, customer success, sustainability and innovation. Airgas is a subsidiary of Air Liquide, present in 60 countries with approximately 66,500 employees.
Join Us Join us for a stimulating experience: At Airgas, you matter and so does the work you do. You play an important role in the success of your team while growing a fulfilling career.
California Privacy Notice
#J-18808-Ljbffr