Customer Experience Lead — CX Supervisor

AmeriGas; Washington, Baltimore (District of Columbia, MD); On-site; USD 70,000 - 75,000; Full time

Job summary

AmeriGas Propane, Inc. is seeking a Customer Experience Supervisor (CX Supervisor) to lead a team of CX Advocates and ensure an excellent customer journey across all touchpoints. This role requires coaching, performance management and a collaborative approach to achieve service excellence.

The ideal candidate will have 3–5 years of contact center leadership, strong analytical skills and the ability to drive improvements in customer care efficiency.

Qualifications

• Bachelor’s degree preferred or equivalent call center operations experience.
• Three to five years Contact Center experience with leadership responsibilities.
• Experience analyzing performance/operational data.

Responsibilities

• Lead a team of CX Advocates to meet performance objectives and SLAs.
• Train, motivate and appraise staff; manage performance and provide regular feedback.
• Monitor contacts and coach staff; conduct annual evaluations.
• Deliver training on products, processes, and service standards.
• Track KPIs and data; prepare management reports.
• Participate in recruitment and onboarding of new employees.
• Contribute to special projects and foster positive morale.

Skills

Team leadership

Customer care

Performance management

Coaching and development

Communication

Education

Bachelor’s degree preferred

Equivalent call center operations experience

Job description

AmeriGas Propane, Inc. is seeking a Customer Experience Supervisor (CX Supervisor) to lead a team of CX Advocates and ensure an excellent customer journey across all touchpoints. This role requires coaching, performance management and a collaborative approach to achieve service excellence.

The ideal candidate will have 3–5 years of contact center leadership, strong analytical skills and the ability to drive improvements in customer care efficiency.