Customer Support Tactical Team Specialist

UGI Corporation • Conroe, TX

10d • Hybrid

About The Position

A Customer Support Tactical Team Specialist serves as a bridge between the customer contact center and Field Operations. The role focuses on resolving complex issues, following up systematically, and collaborating across departments. The specialist manages escalated customer requests and coordinates with multiple teams to support timely, effective resolutions.

The position works in a normal office environment with a hybrid arrangement and may involve travel. Candidates must be willing to submit to pre-employment drug screening and a criminal background check. If hired, employees are subject to substance abuse testing in accordance with AmeriGas policies.

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.
• A 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.
• 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 handled promptly and appropriately.
• Identify potential delays and obstacles to customer requests, and communicate transparently with other 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.
• Serve as a primary point of contact for customer escalations from Field Operations and Sales teams for assigned regions or territories.

What This Job Offers

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