Customer Support Liaison - Escalations & Field Ops

AmeriGas; Philadelphia (Philadelphia County); Hybride; USD 60 000 - 75 000; Plein temps

Résumé du poste

AmeriGas is seeking a Customer Support Tactical Team Specialist to bridge the contact center with field operations. You will focus on complex issue resolution, follow-up processes, and cross‑department collaboration to ensure timely and effective resolutions.

The role requires strong communication, problem-solving, and a customer-first approach, with hybrid work options and collaboration across multiple departments to improve service delivery.

Qualifications

• BS/BA in Business, Communication or related field.
• 2+ years’ experience in contact center operations or customer service roles.
• Demonstrated expertise in call handling techniques and customer service best practices.

Responsabilités

• 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.

Connaissances

Customer service

Communication

Problem-solving

MS Office

Formation

BS/BA in Business, Communication or related field

Outils

CRM

SAP

Description du poste

AmeriGas is seeking a Customer Support Tactical Team Specialist to bridge the contact center with field operations. You will focus on complex issue resolution, follow-up processes, and cross‑department collaboration to ensure timely and effective resolutions.

The role requires strong communication, problem-solving, and a customer-first approach, with hybrid work options and collaboration across multiple departments to improve service delivery.