Customer Experience Supervisor

UGI Corporation; Conroe (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

AmeriGas Propane, Inc. is seeking a Service Operations Supervisor to lead a team of service professionals in daily operations and performance management. You will coach staff, monitor metrics, and drive process improvements across the organization.

The role emphasizes strong leadership, data-driven decision making, and collaboration with peers to meet business goals while maintaining high service quality and safety standards.

Qualifications

• Demonstrated success in service/support operations and direct supervisory responsibilities; able to effectively manage performance.
• Working knowledge of contact center operations, key performance metrics, and expense management.
• Demonstrates a high level of integrity and ethics; makes sound decisions in a dynamic and fast-paced business environment
• Ability to take independent action with general managerial direction; meets deadlines.
• Excellent verbal and written skills. Competency in effective business writing.
• Ability to analyze statistical and performance data, develop management summary reports and proactively develop action plans.
• Ability to effectively manage personnel and uses appropriate feedback and performance correction techniques to develop personnel; administers performance management process correctly.

Responsibilities

• Oversee daily operation and performance of a team of service professionals to meet and/or exceed operational goals.
• Supervise, train, and motivate staff; ensure performance to goals, SLAs and quality metrics; use performance management when necessary.
• Provide timely coaching and conduct 1:1 feedback; prepare annual performance evaluations.
• Deliver or participate in product, process, and service training.
• Track and report metrics, KPIs, and data to leadership.
• Participate in recruitment and onboarding of new employees.
• Collaborate across the organization to implement programs and improve performance; contribute to special projects.
• Engage employees to build morale and a productive environment.

Skills

Service operations

Contact center metrics

Integrity & ethics

Independent action

Verbal & written skills

Data analysis

Performance management

Job description

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

Duties and Responsibilities:

• Responsible and accountable for the daily operation and the performance of a team of service professionals to meet and/or exceed operational performance goals.
• Supervises, trains, and motivates staff; ensures individual and team performance to goals, service level agreements and quality metrics, in compliance with client expectations; uses performance management process when necessary.
• Monitors/observes service contacts and activities to provide timely coaching to staff to improve effectiveness and productivity; conducts regular 1:1 feedback as well as preparing annual performance evaluations.
• Delivers/participates in product, process, and service training.
• Tracks and reports metrics, KPIs, and data as required by leadership.
• Participates in recruitment programs and interviewing/selection to hire high quality individuals as needed; effectively onboards new employees.
• Works collaboratively with peers, colleagues, and leadership across the organization to effectively implement new programs, achieve strategic business plans, and improve business performance; contributes to special projects.
• Proactively engages employees to build positive morale; fosters a fun and productive environment

Knowledge, Skills and Abilities:

• Demonstrated success in service/support operations and direct supervisory responsibilities; able to effectively manage performance.
• Working knowledge of contact center operations, key performance metrics, and expense management.
• Demonstrates a high level of integrity and ethics; makes sound decisions in a dynamic and fast-paced business environment
• Ability to take independent action with general managerial direction; meets deadlines.
• Excellent verbal and written skills. Competency in effective business writing.
• Ability to analyze statistical and performance data, develop management summary reports and proactively develop action plans.
• Ability to effectively manage personnel and uses appropriate feedback and performance correction techniques to develop personnel; administers performance management process correctly.

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.