Customer Support Tactical Team Specialist

Customer Support Tactical Team Specialist

Job Description:

Location: 

Fredericksburg, VA, US, 22401

Workplace Environment:  Hybrid

Company:  AmeriGas Propane, Inc.

Requisition Number: 30948 

When you work for AmeriGas, you become a part of something BIG! Founded in 1959, AmeriGas is the nation’s premier propane company, serving over 1.5 million residential, commercial, industrial and motor fuel propane customers. Together, over 6,500 dedicated professionals will deliver over 1 billion gallons of propane from 1,800+ distribution points across the United States.

Posting

Job Summary (Purpose):
A Customer Support Tactical Team Specialist serves as a critical bridge between our customers contact center and field operations teams. This role focusing on complex issue resolution, systematic follow-up processes, and cross-departmental collaboration. The ideal candidate will excel at managing escalated customer requests while coordinating with multiple departments to ensure timely and effective resolutions.

Key Characteristics:
•    Customer Advocacy - Genuine commitment to customer satisfaction and success.
•    Problem-Solving - Ability to analyze complex issues, identify root causes, and develop comprehensive solutions.
•    Collaboration - Strong interpersonal skills with proven ability to work effectively across diverse teams.
•    Communication - Exceptional written and verbal communication with stakeholders at all levels.
•    Adaptability - Comfortable working in a fast-paced environment with changing priorities.
•    Persistence - Tenacious follow-through on commitments with attention to detail

Duties and Responsibilities:
•    Serve as the primary liaison between the Contact Center (CES) and Field Operations to ensure customer requests are executed timely and appropriately.
•    Proactively identify potential delays and obstacles to customer requests, communicate transparently with cross-departments and customers.
•    Participate in cross-functional meetings to discuss case statues and resolution strategies.
•    Build and maintain strong working relationships with key stakeholders across the organization.
•    Identify recurring customer issues and collaborate with relevant teams to implement long-term solutions.
•    Act as a primary point of contact for customer escalations from Field Operations and Sales teams for assigned Region/Territories.

 

Knowledge, Skills and Abilities:
•    Excellent communication skills with ability to influence without authority.
•    Strong knowledge of contact center technologies and troubleshooting processes.
•    Proficient in Microsoft Office products (Word, Excel, Outlook, and PowerPoint).
•    Excellent listening skills.

Education and Experience Required:
•    BS/BA in Business, Communication or a related field or equivalent work experience.
•    2+ years’ experience in contact center operations or customer service roles
•    Demonstrated expertise in call handling techniques and customer service best practices.

 

Preferred Experience:
•    Propane industry business knowledge preferred.
•    AmeriGas system knowledge: CRM, SAP, etc.
•    Advanced knowledge of AmeriGas policy and procedures

 

Working conditions:
•    Normal office environment (hybrid)
•    Potential Travel

 

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

AmeriGas Propane, Inc. is an Equal Opportunity Employer. The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, sexual orientation, veteran status, or any other legally protected class in its practices.

 

AmeriGas is a Drug Free Workplace. Candidates must be willing to submit to a pre-employment drug screen and a criminal background check. Successful applicants shall be required to pass a pre-employment drug screen as a condition of employment, and if hired, shall be subject to substance abuse testing in accordance with AmeriGas policies. As a federal contractor that engages in safety-sensitive work, AmeriGas cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician.  Similarly, applicants for such positions who are actively using medical marijuana may be denied hire on that basis.

The pay for this position ranges from $65,000.00 to $65,000.00 , depending on circumstances including an applicant’s skills and qualifications, certain degrees and certifications, prior job experience, market data, and other relevant factors. Additional compensation may include eligibility to earn a performance-based bonus or commissions on completed sales depending on position.

This is the Company’s good faith and reasonable estimate of the range of compensation for this position as of the time of posting.  The Company offers a wide array of comprehensive benefit programs and services including medical, dental, vision, flexible spending and health savings accounts to our benefits-eligible employees. Additional benefits include retirement savings plans like 401(k) and paid days off such as parental leave, military leave, vacation/paid time off, sick leave in compliance with state law, as applicable, paid holidays, and disability coverage. Some benefits offerings are subject to any legal requirements or limitations, employee eligibility status, and where the employee lives and/or works.