Customer Experience Representative (Collections)

About the role

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 Customer Experience Representative - Tulsa, OK!

Responsibilities

• Nurture and coordinate an assigned portfolio for a healthy portfolio balance, ensuring accurate and timely web-based billing and account reconciliation.
• Proactively resolve customer account issues and payment delays at the billing stage or when past due, which includes conducting root cause analysis, resolving electronic transfer rejections, and building alignment on payment solutions.
• Initiate comprehensive Accounts Receivable (A/R) review, research, and resolution. This involves monitoring Days Sales Outstanding (DSO) and aging reports, thoughtfully guiding credit parameters, and evaluating customer A/R to identify accounts needing additional support, doubtful accounts, and write-offs.
• Prepare and present reports for review with internal customers (Sales and Finance), and create/maintain Excel spreadsheets to provide customers with essential billing insights.

Requirements

• A High School Diploma or equivalent.
• An "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.
• 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.).
• A 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.

Benefits

• Comprehensive benefits package including Medical, Dental, Vision, Life, AD&D, and Disability Insurance.
• Support for Parents: up to 14-week paid child birth benefits.
• Future Security: 401(k) Retirement Plan with company match, Tuition Assistance, Paid Holidays, Vacation, and Sick time.

Pay

Compensation is commensurate with experience.

Schedule

This position is available on a Hybrid Schedule.