Customer Support Escalations Liaison

UGI; Malvern (Chester County); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work environment

Travel may be required

Job summary

AmeriGas Propane, Inc. in Malvern, PA, is seeking a Customer Support Tactical Team Specialist who serves as the bridge between our contact center and field operations. You will handle complex issues, coordinate cross-departmental resolutions, and ensure timely responses to escalations.

The role emphasizes proactive communication, problem solving, and collaboration with Sales, Operations, and CES teams. This hybrid position offers a dynamic work environment with travel as needed.

Qualifications

• BS/BA in Business, Communication or 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.

Responsibilities

• Serve as the primary liaison between the Contact Center and Field Operations to ensure timely execution of requests.
• Identify delays and obstacles, and communicate with cross-departments and customers.
• Participate in cross-functional meetings to discuss case status and resolution strategies.
• Build relationships with stakeholders across the organization.
• Identify recurring issues and collaborate on long-term solutions.
• Act as main contact for escalations from Field Operations and Sales for assigned regions.

Skills

Customer service

Communication

Team collaboration

Education

BS/BA in Business, Communication or related field

Tools

CRM

SAP

Job description

AmeriGas Propane, Inc. in Malvern, PA, is seeking a Customer Support Tactical Team Specialist who serves as the bridge between our contact center and field operations. You will handle complex issues, coordinate cross-departmental resolutions, and ensure timely responses to escalations.

The role emphasizes proactive communication, problem solving, and collaboration with Sales, Operations, and CES teams. This hybrid position offers a dynamic work environment with travel as needed.