Customer Support Tactical Team Specialist

UGI Corporation • Olympia, WA

1d • Hybrid

About The Position

The Customer Support Tactical Team Specialist serves as a bridge between the customer contact center and field operations, focusing on complex issue resolution, systematic follow-up, and cross-departmental collaboration. The role manages escalated customer requests and coordinates with multiple departments to support timely, effective resolutions. The specialist acts as a liaison between the Contact Center (CES) and Field Operations and as a point of contact for escalations from Field Operations and Sales for assigned regions or territories. The position is based in a normal office environment with a hybrid arrangement 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 in Microsoft Office products, including Word, Excel, Outlook, and PowerPoint.
• Excellent listening skills.
• BS/BA 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.
• AmeriGas system knowledge, including 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 insurance
• Dental insurance
• Vision insurance
• Flexible spending and health savings accounts
• 401(k) retirement savings plan
• Parental leave
• Military leave
• Vacation/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