Customer Advocacy Specialist

Superior Plus Propane Talent Acquisition • Wayne, PA

3d • $50,000 - $65,000 • Hybrid

About The Position

The Customer Advocacy Specialist is a strategic role responsible for managing high-profile external inquiries and customer escalations while driving advocacy initiatives that enhance trust and compliance. This position serves as a critical liaison between the organization and external stakeholders, ensuring timely, accurate, and compliant responses to sensitive issues.

Requirements

• Bachelor’s degree required; advanced degree preferred.
• 3+ years in customer service, advocacy, or related field.
• Proven experience managing teams and complex escalations.
• Exceptional communication and negotiation skills.
• Strong executive presence and ability to influence senior stakeholders.
• Knowledge of compliance and regulatory frameworks.
• Ability to thrive in a fast-paced, high-pressure environment.
• Legal authorization to work in the United States is required. We will not sponsor individuals for employment visas now or in the future for this job opening.

Responsibilities

• Lead Customer Advocacy Team: Supervise and develop a team that handles complex and sensitive external inquiries, including Attorney General offices, Better Business Bureau (BBB), and media contacts.
• Manage Escalations: Oversee resolution of high-impact customer escalations, ensuring alignment with company policies and regulatory requirements.
• Strategic Advocacy Initiatives: Design and implement programs that strengthen customer trust and promote positive brand reputation.
• Cross-Functional Collaboration: Partner with Legal, Compliance, Operations, and Customer Experience teams to ensure consistent messaging and adherence to regulatory standards.
• Executive-Level Communication: Represent the organization in high-stakes discussions with external agencies and internal leadership, demonstrating strong executive presence.
• Compliance Oversight: Maintain deep understanding of consumer protection laws and industry regulations to guide team actions and mitigate risk.
• Other Duties: Performs other related duties as assigned.

Benefits

• Culture: Join a supportive and inclusive work environment where teamwork, respect, and open communication are at the core of everything we do.
• Opportunity: A continuous focus on professional development with many opportunities for training & career growth.
• Health & Wellness: Competitive health benefits right from the start, including health & wellness spending accounts & maternity leave top-up. Access our employee assistance program for confidenal counseling, mental health support, and various resources to help you navigate life’s challenges.
• Competitive Compensation: We offer a highly competitive salary package, ensuring that your hard work and dedication are recognized and rewarded accordingly.
• Flexibility: We understand the importance of work-life balance; we offer flexible hybrid work options to help you manage your personal and professional commitments.
• Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.
• Safety Focused: We care about you and have commiƩed to a zero-harm workplace.
• Culture: Join a supportive and inclusive work environment where collaboration, respect, and open communication are at the core of everything we do.
• Competitive Compensation: We offer a highly competitive compensation and total rewards package, ensuring that your hard work and dedication are recognized and rewarded accordingly.
• Flexibility: We understand the importance of work-life balance and offer various flexible schedules to help you manage your personal and professional commitments effectively.
• Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.
• Employee Assistance Programs: We care about you! You and your family will have access to LYRA, an industry leading platform that provides comprehensive support and a myriad of resources to help support your physical, mental, financial and social well-being.
• Opportunity: A continuous focus on professional development with many opportunities for training & career growth.
• Safety Focused: We care about you and have developed a 24/7 safety mindset that is showcased throughout every facet of the organization.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees