Customer Support Tactical Team Specialist

UGI Corporation • Fredericksburg, VA

7d • Hybrid

About The Position

The Customer Support Tactical Team Specialist serves as a key liaison between AmeriGas’s customer contact center and Field Operations. The role focuses on resolving complex and escalated customer issues, coordinating systematic follow-up, identifying potential obstacles, and working across departments to ensure customer requests are completed promptly and effectively. The specialist also helps identify recurring issues and collaborates with relevant teams on longer-term solutions. The position is based in a normal office environment with a hybrid work arrangement and potential travel.

Requirements

• 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.
• 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.
• 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.
• Proactively 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, dental, and vision benefits.
• 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, and 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