Customer Experience Leader & Performance Coach

AmeriGas; Fredericksburg (VA); On-site; USD 55,000 - 75,000; Full time

Job summary

A major propane company is seeking a Customer Experience Team Lead in Fredericksburg, VA. This role involves leading a team to ensure high customer satisfaction and retention through exceptional service. Candidates should have strong leadership and communication skills, along with a minimum of three years of experience in customer service. The position includes responsibilities for mentoring team members and serving as a subject matter expert in customer service processes. The company offers a competitive environment with opportunities for professional growth.

Qualifications

• Minimum of six months of service in a CXA III role or equivalent.
• Three to five years customer service experience in a contact center environment.
• Demonstrates ability to understand performance improvement metrics.

Responsibilities

• Provides real-time support to Customer Experience Advocates.
• Assists agents with questions and escalated customer requests.
• Serves as back-up for the team Supervisor.

Skills

Exceptional communication skills

Customer service experience

Leadership skills

System utilization skills

Education

High School Diploma or Equivalent

Associate/Bachelors degree preferred

Job description

A major propane company is seeking a Customer Experience Team Lead in Fredericksburg, VA. This role involves leading a team to ensure high customer satisfaction and retention through exceptional service. Candidates should have strong leadership and communication skills, along with a minimum of three years of experience in customer service. The position includes responsibilities for mentoring team members and serving as a subject matter expert in customer service processes. The company offers a competitive environment with opportunities for professional growth.