Customer Support Tactical Team Specialist

UGI Corporation; Jacksonville (FL); On-site; USD 45,000 - 65,000; Full time

Job summary

AmeriGas Propane, Inc. in Jacksonville, FL seeks a Customer Support Tactical Team Specialist to bridge the gap between our contact center and field operations. You will focus on complex issue resolution, systematic follow-up, and cross-department collaboration to ensure timely resolutions.

The role requires strong communication, problem-solving, and relationship-building skills, with 2+ years in contact center operations. BS/BA required; propane knowledge preferred.

Qualifications

• BS/BA in Business, Communications 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 and Field Operations to ensure timely execution of requests.
• Proactively identify delays and obstacles, and communicate with cross-departments and customers.
• Participate in cross-functional meetings to discuss case status and resolution strategies.
• Build strong relationships with stakeholders and identify recurring issues for long-term solutions.
• Act as a primary contact for escalations from Field Operations and Sales teams for the region.

Skills

Customer Advocacy

Problem-Solving

Collaboration

Communication

Adaptability

Persistence

Influence without Authority

Listening

Education

BS/BA in Business or Communications

Tools

CRM

SAP

Microsoft Office

Job description

Customer Support Tactical Team Specialist

Location: Jacksonville, FL, US, 32206

Company: AmeriGas Propane, Inc.

Requisition Number:30782

When you work for AmeriGas, you become a part of something BIG! Founded in 1959, AmeriGas is the nation’s premier propane company, serving over 1.5 million residential, commercial, industrial and motor fuel propane customers. Together, over 6,500 dedicated professionals will deliver over 1 billion gallons of propane from 1,800+ distribution points across the United States.

Posting

Job Summary (Purpose): A Customer Support Tactical Team Specialist serves as a critical bridge between our customers contact center and field operations teams. This role focusing on complex issue resolution, systematic follow-up processes, and cross-departmental collaboration. The ideal candidate will excel at managing escalated customer requests while coordinating with multiple departments to ensure timely and effective resolutions.

Key Characteristics

• Customer Advocacy - Genuine commitment to customer satisfaction and success.
• Problem-Solving - Ability to analyze complex issues, identify root causes, and develop comprehensive solutions.
• Collaboration - Strong interpersonal skills with proven ability to work effectively across diverse teams.
• Communication - Exceptional written and verbal communication with stakeholders at all levels.
• Adaptability - Comfortable working in a fast-paced environment with changing priorities.
• Persistence - Tenacious follow-through on commitments with attention to detail

Duties and 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.

Knowledge, Skills and Abilities

• Excellent communication skills with ability to influence without authority.
• Strong knowledge of contact center technologies and troubleshooting processes.
• Proficient in Microsoft Office products (Word, Excel, Outlook, and PowerPoint).
• Excellent listening skills.

Education and Experience Required

• 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.

Preferred Experience

• Propane industry business knowledge preferred.
• AmeriGas system knowledge: CRM, SAP, etc.
• Advanced knowledge of AmeriGas policy and procedures

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

AmeriGas Propane, Inc. is an Equal Opportunity Employer. The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, sexual orientation, veteran status, or any other legally protected class in its practices.

AmeriGas is a Drug Free Workplace. Candidates must be willing to submit to a pre-employment drug screen and a criminal background check. Successful applicants shall be required to pass a pre-employment drug screen as a condition of employment, and if hired, shall be subject to substance abuse testing in accordance with AmeriGas policies. As a federal contractor that engages in safety-sensitive work, AmeriGas cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician. Similarly, applicants for such positions who are actively using medical marijuana may be denied hire on that basis.