The Customer Experience (CX) Representative manages a portfolio of customer accounts, focusing on daily collection efforts and resolving issues related to billing, pricing, and cash applications.
This role requires effectively supporting the Division's collection goals while ensuring quality customer service and adhering to company policies and procedures.
The CXR must recognize and escalate significant credit risks, utilizing strong organizational and time management skills for time-sensitive collection efforts.
Conduct research to thoroughly understand information as needed.
Manage a portfolio of customer accounts by contacting customers on past-due invoices, reviewing and releasing sales, and prioritizing efforts to maximize collections.
Proactively identify account risks, AR trends, and potential credit problems, and communicate or escalate significant matters to CX supervisors and field contacts.
Identify errors and discrepancies on customer accounts, then create, investigate, and resolve disputes from beginning to end, while maintaining a general understanding of all CX disciplines.
Maintain quality relationships with internal field contacts (Branch, Account, District Managers, and AVPs), log all critical communications, and utilize strong customer service skills.

High school diploma or equivalent.
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.
A strong 'client service' mindset and the ability to use collaborative and non-adversarial approaches in achieving diverse goals.
Ability to manage multiple priorities.
Some commercial collection experience is preferred.
Experience with SAP and/or ERP systems (plus), basic Excel/Google Sheets experience.
A proven track record of success in prior collection roles, a plus.
Bilingual (Spanish) a plus, but not required.

Customer Experience Representative, Strategic Accounts

Key skills