Customer Support Liaison & Escalation Specialist

UGI; St. George (VT); Híbrido; USD 60.000 - 85.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work environment

Descripción de la vacante

AmeriGas Propane, Inc. is seeking a Customer Support Tactical Team Specialist to bridge our contact center and field operations. You will handle complex escalations, coordinate with multiple departments, and drive timely resolutions while maintaining a high standard of customer advocacy.

You will collaborate with CES, Field Operations and Sales to identify root causes, implement process improvements, and ensure customer requests are fulfilled with transparency and urgency.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Customer advocacy

Contact center tech

Microsoft Office

Active listening

Educación

Bachelor's degree in Business or related field

2+ years experience in contact center operations

Herramientas

CRM

SAP

Descripción del empleo

AmeriGas Propane, Inc. is seeking a Customer Support Tactical Team Specialist to bridge our contact center and field operations. You will handle complex escalations, coordinate with multiple departments, and drive timely resolutions while maintaining a high standard of customer advocacy.

You will collaborate with CES, Field Operations and Sales to identify root causes, implement process improvements, and ensure customer requests are fulfilled with transparency and urgency.