Hybrid Customer Support Escalations Specialist

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

Job summary

AmeriGas is seeking a Customer Support Tactical Team Specialist who serves as a critical bridge between our customer contact center and field operations. You will handle complex issue resolution, ensure timely follow-up, and collaborate across departments to deliver effective solutions.

This hybrid role based in Fredericksburg, VA requires 2+ years in contact center operations, a BS/BA in Business or related field, and excellent written and verbal communication.

Qualifications

• BS/BA in Business, Communications or related field.
• 2+ years' experience in contact center operations or customer service.
• Demonstrated expertise in call handling techniques.

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.
• Act as a primary point of contact for customer escalations from Field Operations and Sales teams for assigned Region/Territories.

Skills

Customer advocacy

Problem solving

Collaboration

Communication

Adaptability

Persistence

Education

BS/BA in Business or related field

Tools

CRM

SAP

Job description

AmeriGas is seeking a Customer Support Tactical Team Specialist who serves as a critical bridge between our customer contact center and field operations. You will handle complex issue resolution, ensure timely follow-up, and collaborate across departments to deliver effective solutions.

This hybrid role based in Fredericksburg, VA requires 2+ years in contact center operations, a BS/BA in Business or related field, and excellent written and verbal communication.