Customer Experience; CX Representative - Intermountain Region

Position: Customer Experience (CX) Representative - Intermountain Region
## Customer Experience (CX) Representative - Intermountain Region
* ** Strong passion for fostering an environment of Diversity, Inclusion and Respect.**
* ** Experience with developing, contributing, and supporting Airgas' commitment to a World Class Service, exceeding customer expectations and building brand loyalty.**
* ** Hybrid Work Schedule
****** Excellent Benefits:
** Airgas offers a full benefits package that includes:
Medical, Dental, Vision, Life, AD&D, Short Term and Long Term Disability Insurance, Vacation, Sick, Paid Holidays, 401(k) Retirement Plan with company match, Tuition Assistance and much more! Benefits Start after 30 days of employment
*** 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.
* High school diploma or equivalent.
* Understanding of quality customer service and the relationship to collection efforts.
* Ability to manage multiple priorities.
* 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.
* A proven track record of success in prior collection roles, a plus.
* Some commercial collection experience is preferred.
* Bilingual (Spanish) a plus, but not required.
* Experience with SAP and/or ERP systems a plus, basic excel experience.

Airgas, an Air Liquide company, is a leading U.S. supplier of industrial, medical and specialty gases, as well as hardgoods and related products; one of the largest U.S. suppliers of safety products; and a leading U.S. supplier of ammonia products and process chemicals. Through the passion and diversity of its 18,000 associates, Airgas fosters a culture of safety, customer success, sustainability and innovation.

Airgas associates are empowered to share ideas, take initiative and make decisions. Airgas is a subsidiary of Air Liquide, a world leader in gases, technologies and services for industry and healthcare. Present in 60 countries with approximately 66,500 employees, Air Liquide serves more than 4 million customers and patients.

Join us for a stimulating experience:
At Airgas, you matter and so does the work you do. As a member of our team, you play an important role in the success of your team, making sure our products are created sustainably and delivered safely and efficiently. In turn, you’ll find a welcoming workplace where you’re valued for who you are and where you can fill your potential while growing a fulfilling…