Customer Support Tactical Team Specialist

UGI Corporation • Malvern, PA

12d • Hybrid

About The Position

The Customer Support Tactical Team Specialist serves as a critical bridge between the customer contact center and field operations. The role focuses on resolving complex issues, maintaining systematic follow-up, and collaborating across departments. The specialist manages escalated customer requests and coordinates with multiple teams to help ensure timely and effective resolutions.

The position requires customer advocacy, problem-solving, collaboration, clear communication, adaptability, and persistent follow-through. It is based in a normal office environment with a hybrid work arrangement and potential 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.

Nice To Haves

• Propane industry business knowledge.
• AmeriGas system knowledge, 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.

What This Job Offers

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