Customer Support Tactical Team Specialist

UGI Corporation • Fredericksburg, VA

5d • $65,000 - $65,000 • Hybrid

About The Position

The Customer Support Tactical Team Specialist serves as a critical bridge between AmeriGas’s customer contact center and Field Operations. The role focuses on resolving complex and escalated customer issues, maintaining systematic follow-up, and coordinating across departments to ensure timely and effective outcomes. The Specialist proactively identifies potential obstacles, communicates with customers and internal teams, and helps address recurring issues with long-term solutions. The position is based in a hybrid normal office environment and may involve travel.

Requirements

• Excellent communication skills, including the ability to influence without authority.
• Strong knowledge of contact center technologies and troubleshooting processes.
• Proficiency with Microsoft Office products, including Word, Excel, Outlook, and PowerPoint.
• Excellent listening skills.
• Bachelor of Science or Bachelor of Arts degree in Business, Communication, or a related field, or equivalent work experience.
• At least 2 years of experience in contact center operations or customer service roles.
• Demonstrated expertise in call handling techniques and customer service best practices.
• Willingness to submit to a pre-employment drug screen and criminal background check.

Nice To Haves

• Propane industry business knowledge.
• Knowledge of AmeriGas systems, such as CRM and SAP.
• Advanced knowledge of AmeriGas policies and procedures.

Responsibilities

• Serve as the primary liaison between the Contact Center (CES) and Field Operations to ensure customer requests are executed in a timely and appropriate manner.
• Identify potential delays and obstacles to customer requests and communicate transparently with cross-departmental teams and customers.
• Participate in cross-functional meetings to discuss case status 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 regions or territories.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Flexible spending and health savings accounts
• 401(k) retirement savings plan
• Parental leave
• Military leave
• Vacation and paid time off
• Sick leave in compliance with state law, as applicable
• Paid holidays
• Disability coverage
• Potential eligibility for a performance-based bonus or commissions, depending on position

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level