Customer Support Tactical Team Specialist

UGI Corporation • Placerville, CA

8d • Hybrid

About The Position

The Customer Support Tactical Team Specialist serves as a critical link 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 customer requests are handled appropriately and on time. The specialist identifies potential delays, communicates with customers and internal teams, and works with stakeholders to address recurring issues and develop long-term solutions. The position is based in a normal office environment with a hybrid work arrangement and potential travel.

Requirements

• Bachelor’s 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.
• Excellent communication skills, including the ability to influence without authority.
• Strong knowledge of contact center technologies and troubleshooting processes.
• Proficiency in Microsoft Office products, including Word, Excel, Outlook, and PowerPoint.
• Excellent listening skills.
• Candidates must be willing 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 timely and appropriately.
• Proactively identify potential delays and obstacles to customer requests and communicate transparently with cross-departments 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, dental, and vision benefits.
• Flexible spending and health savings accounts.
• Retirement savings plans, including 401(k).
• 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 on completed sales, depending on position.

What This Job Offers

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