Strategic Customer Support Team Lead Escalations

UGI Corporation; King of Prussia (PA); Presencial; USD 75.000 - 110.000; Jornada completa

Descripción de la vacante

AmeriGas Propane, Inc. seeks a Customer Support Tactical Team Supervisor in King of Prussia, PA. This role leads a team of specialists, handling escalations and aligning customer support with field operations to drive service excellence.

Responsibilities include coaching on complex cases, capacity planning, KPI monitoring, and strong stakeholder collaboration across contact center, delivery, service, and field teams.

Formación

• BS/BA in Business, Communications or related field or equivalent work experience.
• 5+ years’ experience in contact center operations or customer service roles.
• Minimum of 2+ years in a supervisory or management role.

Responsabilidades

• Lead, mentor, and develop a team of Customer Support Tactical Team Specialists.
• Provide coaching on complex case handling, escalation management, and customer communication.
• Manage team capacity planning, workload distribution, and resource allocation.
• Monitor KPIs and SLAs.
• Build and maintain strategic relationships with CES, Delivery, Service, Field Operations and other stakeholders.
• Analyze trends in escalated cases to identify proactive improvements.
• Generate regular reports for senior leadership on team performance and customer health.
• Act as escalation point for customer escalations from Field Operations and Sales for assigned Regions.

Conocimientos

Strategic leadership

People management

Analytical thinking

Customer advocacy

Change management

Communication

Collaboration

Contact center technologies

MS Office

Educación

BS/BA in Business or Communications

Equivalent work experience

Herramientas

MS Office

Excel

PowerPoint

Descripción del empleo

AmeriGas Propane, Inc. seeks a Customer Support Tactical Team Supervisor in King of Prussia, PA. This role leads a team of specialists, handling escalations and aligning customer support with field operations to drive service excellence.

Responsibilities include coaching on complex cases, capacity planning, KPI monitoring, and strong stakeholder collaboration across contact center, delivery, service, and field teams.