Customer Experience Representative; Collections

Position: Customer Experience Representative (Collections)
R Customer Experience Representative (Collections) (Evergreen) (Open)

Location:

Tulsa, OK - W. 7th St.

- Management - Central BSC

How will you CONTRIBUTE and GROW?

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.

At Airgas, we RESPECT, HONOR and VALUE diversity.

Airgas is Hiring for a Customer Experience Representative - Tulsa, OK!

We are looking for you !

* Hybrid Schedule

* Comprehensive Family Benefits:
Airgas offers a full benefits package designed to support your whole life, including Medical, Dental, Vision, Life, AD&D, and Disability Insurance.

* Support for Parents:
We offer up to 14-week paid child birth benefits to support growing families.

* Future Security: 401(k) Retirement Plan with company match, Tuition Assistance, Paid Holidays, Vacation, and Sick time.

* Early Access:
Your benefits start after just 30 days of employment

* Recruiter:
Sophia Harris |  |  (Call/Text)

Portfolio Management & Collections

* 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.

Problem Solving & Dispute Resolution

* 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.

Strategic Collaboration & Escalation

* Maintain quality relationships with branch managers, account managers, district managers, AVPs, National Account Managers and MSVPs. These relationships are critical to collection efforts.

* 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.

Administration & Documentation

* 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.

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Are you a MATCH?

Required Qualifications:

* 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.

Preferred Qualifications:

* 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.

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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…