Customer Support Tactical Team Specialist

UGI Corporation • Malvern, PA

11d • Hybrid

About The Position

The Customer Support Tactical Team Specialist serves as a bridge 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 deliver timely and effective resolutions. The specialist identifies potential delays, communicates with customers and internal teams, participates in case-resolution discussions, and works with relevant teams to address recurring issues. The position is based in a normal hybrid office environment and may involve 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 written and verbal communication skills, including the ability to influence without authority.
• Strong knowledge of contact center technologies and troubleshooting processes.
• Proficiency with Microsoft 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.
• 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 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