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:
Deondre Taylor |  |

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 vision plans, short-term and long-term disability, life and accidental death and dismemberment (AD&D) insurance, Employee Assistance Program (EAP), pre-tax commuter transportation benefit, parental leave, vacation, sick time, floating holidays, jury duty and funeral/bereavement leave, and paid holidays for all eligible full-time employees.

Additionally, we offer our eligible employees a 401k plan with company matching funds, tuition reimbursement, discounted college tuition for eligible employees' dependents, and an Airgas Scholarship Program for dependent children.

Associates who are members of collective bargaining units should review their bargaining agreement to determine whether they are eligible for some or all of the benefits described here and to see any special terms or conditions for eligibility.

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