Customer Support Tactical Lead: Cross-Dept Escalations

UGI; Fredericksburg (VA); Hybrid; USD 59,000 - 72,000; Full time

Benefits offered by this job

Medical benefits

401(k)

Paid time off

Parental leave

Disability coverage

Job summary

AmeriGas Propane, Inc. is seeking a Customer Support Tactical Team Specialist to bridge the Contact Center and Field Operations.

You will focus on complex issue resolution, proactive follow-ups, and cross-department collaboration to ensure timely, effective resolutions for escalated customer requests. The ideal candidate has 2+ years in contact center operations, strong communication, and excellent problem-solving abilities, with a readiness to work in a hybrid office environment.

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 statues 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 service

Communication

Collaboration

Adaptability

Education

BS/BA in Business or Communications

Tools

CRM

SAP

Microsoft Office

Job description

AmeriGas Propane, Inc. is seeking a Customer Support Tactical Team Specialist to bridge the Contact Center and Field Operations.

You will focus on complex issue resolution, proactive follow-ups, and cross-department collaboration to ensure timely, effective resolutions for escalated customer requests. The ideal candidate has 2+ years in contact center operations, strong communication, and excellent problem-solving abilities, with a readiness to work in a hybrid office environment.