Customer Support Liaison & Escalation Specialist

AmeriGas; Malvern (Chester County); Hybrid; USD 48,000 - 64,000; Full time

Job summary

AmeriGas is seeking a Customer Support Tactical Team Specialist in Malvern, PA. The role acts as a bridge between our customer contact center and field operations, focusing on complex issue resolution, follow-up processes, and cross-department collaboration.

The ideal candidate will manage escalated requests, coordinate with multiple teams, and ensure timely resolutions. This is a hybrid office role with travel potential and a commitment to superior customer service.

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

Customer advocacy

Contact center tech

Microsoft Office

Active listening

Education

BS/BA in Business or related field

Tools

CRM

SAP

Job description

AmeriGas is seeking a Customer Support Tactical Team Specialist in Malvern, PA. The role acts as a bridge between our customer contact center and field operations, focusing on complex issue resolution, follow-up processes, and cross-department collaboration.

The ideal candidate will manage escalated requests, coordinate with multiple teams, and ensure timely resolutions. This is a hybrid office role with travel potential and a commitment to superior customer service.