Customer Support Escalations Liaison (Ops)

UGI Corporation; Conroe (TX); On-site; USD 60,000 - 75,000; Full time

Job summary

AmeriGas Propane, Inc. is seeking a Customer Support Tactical Team Specialist in Conroe, TX. This role bridges the contact center with field operations to resolve complex customer requests and manage escalations across departments.

You will collaborate with CES, Field Operations, and Sales to ensure timely resolutions, identify recurring issues, and drive proactive improvements while delivering exceptional customer care.

Qualifications

• 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.

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 statuses 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.

Skills

Communication skills

Contact center technology

MS Office

Active listening

Education

BS/BA in Business or Communications

Tools

CRM systems

SAP

Job description

AmeriGas Propane, Inc. is seeking a Customer Support Tactical Team Specialist in Conroe, TX. This role bridges the contact center with field operations to resolve complex customer requests and manage escalations across departments.

You will collaborate with CES, Field Operations, and Sales to ensure timely resolutions, identify recurring issues, and drive proactive improvements while delivering exceptional customer care.