Customer Support Liaison & Escalation Specialist

UGI Corporation; Fredericksburg (VA); On-site; USD 59,000 - 72,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Job summary

AmeriGas Propane, Inc. in Fredericksburg, VA is seeking a Customer Support Tactical Team Specialist to act as the bridge between our contact center and field operations. You will handle escalated requests, coordinate across departments, and ensure timely, effective resolutions.

The role emphasizes problem solving, collaboration, and proactive communication with stakeholders at all levels. A BS/BA in business or communications and 2+ years in customer service are preferred.

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 (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

Customer advocacy

Problem solving

Collaboration

Communication

Adaptability

Persistence

Education

BS/BA in Business or Communications

Tools

CRM systems

SAP

Job description

AmeriGas Propane, Inc. in Fredericksburg, VA is seeking a Customer Support Tactical Team Specialist to act as the bridge between our contact center and field operations. You will handle escalated requests, coordinate across departments, and ensure timely, effective resolutions.

The role emphasizes problem solving, collaboration, and proactive communication with stakeholders at all levels. A BS/BA in business or communications and 2+ years in customer service are preferred.