Customer Resolution Manager
Airgas · Tulsa, OK · 1 mo ago
HybridFull-time
We need to output HTML fragment with sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. No job title heading. No Job ID. Remove boilerplate like EEO, etc. Need to preserve substantive info.
Let's parse posting:
- Location: Tulsa, OK - W. 7th St. - Management (maybe location line). Could be included as a short paragraph? Not a heading. Probably include as
Location: Tulsa, OK - W. 7th St. - Management
. - "How will you CONTRIBUTE and GROW?" maybe not needed. - Diversity statement: maybe part of About Airgas? But we can include as part of About the role? Actually "How will you CONTRIBUTE and GROW?" then diversity statement. Might be considered part of About the role? But we can include as a paragraph under About the role? However we need sections only when there is real specific content. We'll decide sections: About the role (description of role), Responsibilities (list of duties), Requirements (education/experience), Skills (knowledge, skills and abilities), Benefits (benefits description), maybe Pay and Schedule not present (no pay or schedule specifics). So omit Pay and Schedule. We must not repeat job title as heading. So start with maybe location paragraph then About the role heading. Let's extract content: About the role: The Customer Resolution Manager is a key leadership position that will oversee a team of CX Supervisors and Customer Experience Specialists (CXSs) primarily responsible for the management, investigation, and resolution of customer disputes. The Customer Resolution Manager will act as the primary point of contact between the region CX teams, region leadership regarding dispute management and root-cause analysis. They will develop and implement strategies focused on resolving disputes rapidly, reducing dispute volume, and delivering an exceptional customer experience while working closely with the AR Manager. That's the role description. Responsibilities: bullet list from after that: - Effectively lead and oversee the regional dispute resolution organization, directly managing CX Supervisors and Customer Experience Specialists (CXSs). - Serve as the primary point of contact and operational liaison between the regional dispute team and the Central Division Business Service Center. - Communicate effectively on a regular cadence to senior executives on strategies, goals, status, and performance of dispute resolution metrics and root-cause trends. - Establish clear team accountability for achieving critical benchmarks and key performance metrics (e.g., dispute cycle time, root-cause elimination) set by the CX Director and Division leadership. - Provide consistent coaching, mentoring, and performance management to foster a dynamic, high-performing team of Supervisors and Specialists. - Partner cross-functionally with the AR Manager and field operations to address underlying dispute causes and streamline the resolution workflow. - Foster a collaborative and customer-centric team environment focused on anticipating issues and ensuring rapid, satisfactory resolution. - Ensure the delivery of exceptional customer service and experience throughout the AR and collections processes to build customer loyalty and advocacy. - Champion the goal of creating an effortless customer experience to drive increased customer retention and purchases. - Partner with the regional CX field teams to drive projects that improve the customer experience. Requirements: Education & Experience: - Bachelor’s degree in business management; marketing or related field preferred. - 5+ years in roles leading Back Office functions and/or Customer Service for multi business unit operation; preferably within consumer facing, distribution environments. - 3+ years motivating, influencing and leading dynamic high performing teams. Skills (Knowledge, Skills and Abilities): list: - Strong leadership skills to effectively lead and direct the work of others both locally and virtually, and display behaviors and attitudes consistent with Airgas’ Core Values - Collaborative and strong ability to connect and influence multiple leadership levels, demonstrate a sense of urgency, and provide exceptional customer service to internal and external customers. - Ability to work independently and proactively. - Critical thinker and problem solver. - Strong strategic planning/project management - Adaptive and entrepreneurial approach: demonstrates flexibility, energy, and initiative in fast-paced, unpredictable, and matrix business environment - Strong proficiency in both Google Suite and Microsoft Office required - Word, Excel, PowerPoint, Docs, Sheets, Slides, Gmail, Forms, Google Drive, Meets and Hangouts. - Experience with SAP and integrated reporting systems is a plus. - Ability to communicate effectively on a regular cadence to senior executives on strategies, goals, and status. - Strong business aptitude, and expert knowledge of Customer Service in a decentralized retail distribution environment to anticipate a wide range of future needs and opportunities and facilitate development of complex solutions. - Ability to travel on periodic basis Benefits: from "Comprehensive Family Benefits:" and later "Benefits We care about...". Need to combine. First block: 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. Second block: 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. We need to preserve all substantive info, not invent. Combine into a list maybe. We should not include boilerplate like EEO, diversity statements, About Airgas, Equal Employment Opportunity, California Privacy Notice. Remove those. Thus final HTML:Location: Tulsa, OK - W. 7th St. - Management
About the role
The Customer Resolution Manager is a key leadership position that will oversee a team of CX Supervisors and Customer Experience Specialists (CXSs) primarily responsible for the management, investigation, and resolution of customer disputes. The Customer Resolution Manager will act as the primary point of contact between the region CX teams, region leadership regarding dispute management and root-cause analysis. They will develop and implement strategies focused on resolving disputes rapidly, reducing dispute volume, and delivering an exceptional customer experience while working closely with the AR Manager.
Responsibilities
- Effectively lead and oversee the regional dispute resolution organization, directly managing CX Supervisors and Customer Experience Specialists (CXSs).
- Serve as the primary point of contact and operational liaison between the regional dispute team and the Central Division Business Service Center.
- Communicate effectively on a regular cadence to senior executives on strategies, goals, status, and performance of dispute resolution metrics and root-cause trends.
- Establish clear team accountability for achieving critical benchmarks and key performance metrics (e.g., dispute cycle time, root-cause elimination) set by the CX Director and Division leadership.
- Provide consistent coaching, mentoring, and performance management to foster a dynamic, high-performing team of Supervisors and Specialists.
- Partner cross-functionally with the AR Manager and field operations to address underlying dispute causes and streamline the resolution workflow.
- Foster a collaborative and customer-centric team environment focused on anticipating issues and ensuring rapid, satisfactory resolution.
- Ensure the delivery of exceptional customer service and experience throughout the AR and collections processes to build customer loyalty and advocacy.
- Champion the goal of creating an effortless customer experience to drive increased customer retention and purchases.
- Partner with the regional CX field teams to drive projects that improve the customer experience.
Requirements
- Bachelor’s degree in business management; marketing or related field preferred.
- 5+ years in roles leading Back Office functions and/or Customer Service for multi business unit operation; preferably within consumer facing, distribution environments.
- 3+ years motivating, influencing and leading dynamic high performing teams.
Skills
- Strong leadership skills to effectively lead and direct the work of others both locally and virtually, and display behaviors and attitudes consistent with Airgas’ Core Values
- Collaborative and strong ability to connect and influence multiple leadership levels, demonstrate a sense of urgency, and provide exceptional customer service to internal and external customers.
- Ability to work independently and proactively.
- Critical thinker and problem solver.
- Strong strategic planning/project management
- Adaptive and entrepreneurial approach: demonstrates flexibility, energy, and initiative in fast-paced, unpredictable, and matrix business environment
- Strong proficiency in both Google Suite and Microsoft Office required - Word, Excel, PowerPoint, Docs, Sheets, Slides, Gmail, Forms, Google Drive, Meets and Hangouts.
- Experience with SAP and integrated reporting systems is a plus.
- Ability to communicate effectively on a regular cadence to senior executives on strategies, goals, and status.
- Strong business aptitude, and expert knowledge of Customer Service in a decentralized retail distribution environment to anticipate a wide range of future needs and opportunities and facilitate development of complex solutions.
- Ability to travel on periodic basis
Benefits
- Medical, Dental, Vision, Life, AD&D, and Disability Insurance
- Up to 14-week paid child birth benefits
- 401(k) Retirement Plan with company match
- Tuition Assistance
- Paid Holidays, Vacation, Sick time
- Benefits start after 30 days of employment
- 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
- Floating holidays
- Jury duty and funeral/bereavement leave
- Paid holidays for all eligible full-time employees
- 401k plan with company matching funds
- Tuition reimbursement
- Discounted college tuition for eligible employees’ dependents
- Airgas Scholarship Program for dependent children