Customer Experience (CX) Representative - Intermountain Region

R10067263 Customer Experience (CX) Representative - Intermountain Region (Open)

Location:

Tulsa, OK - W. 7th St. - Management - Central BSC

How will you CONTRIBUTE and GROW?

The Customer Experience Representative (CXR) is responsible for the daily tasks related to collection efforts of a portfolio of customer accounts and resolving customer issues related to billing, pricing, cylinder discrepancies, cash applications, as well as various other customer issues. The CXR will effectively communicate and support the Division’s collection goals, while providing quality customer service. The CXR will obtain an understanding of Company policies and procedures, and will actively pursue knowledge of skills and tools to be used in all collection efforts. Recognition of significant credit risks and escalation of these matters are critical. Collection efforts are time sensitive, requiring excellent skills in organization and management of time, efforts, and resources. From time to time, research will be required, the CXR will employ skills and resources to achieve a thorough understanding of information. The ideal candidate must be a problem solver with strong written communication skills, as well as a customer first mentality.

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.

In particular, you will:

Identify account risks, potential credit problems, spotting AR trends, disputes, and other customer issues. Service oriented, effective communications, follow up skills, critical thinking, team player, conflict resolution skills, adaptability, active listening, decision making, extreme ownership, and empathy.

• Communicates potential risks to CX Supervisor, as well as 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 which are past due. Provide information as requested in order to facilitate a quick remittance. Obtain future pay information.

• Review/release/escalate sales on a routine basis throughout the work day.

• Prioritize portfolio so collection efforts result in maximum benefits. Watch for key indicators when a customer account is falling behind, becoming delinquent.

• Maintain quality relationships with branch managers, account managers, district managers and AVPs. These relationships can be critical with collection efforts.  Involve regional collections managers when possible and keep them informed of issues at all times.

• Documentation is critical, log conversations, e-mails and other communications. Organize documentation to facilitate follow-up efforts. Initiate appropriate follow-up action on mail returned as undeliverable.

• Identify errors and discrepancies on customers’ accounts.  Create, investigate, and resolve disputes from beginning to end.

• General understanding of all other CX disciplines: cash apps, data integrity, account set up, credit, tax, cylinder assets, analytics, disputes, credit memos, pricing

• Utilize customer service skills at all times to ensure collections efforts do not impair customer relationships.

• Special projects and other duties as assigned.

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Are you a MATCH?

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• A proven track record of success in prior collection roles, a plus.

• An ability to see the collections operation as a financially oriented customer service function which balances cost control with support for the business.

• The candidate must be able to problem solve and quickly research solutions

• The successful candidate must have a strong “client service” mindset and the ability to use collaborative and non-adversarial approaches in achieving diverse goals.

EDUCATION and/or EXPERIENCE:

• High school diploma or equivalent.

• Some commercial collection experience