Customer Support Tactical Team Specialist

UGI Corporation•El Cajon, CA

6d•Hybrid

About The Position

A Customer Support Tactical Team Specialist serves as a critical bridge between our customers contact center and field operations teams. This role focusing on complex issue resolution, systematic follow-up processes, and cross-departmental collaboration. The ideal candidate will excel at managing escalated customer requests while coordinating with multiple departments to ensure timely and effective resolutions.

Requirements

Excellent communication skills with ability to influence without authority.
Strong knowledge of contact center technologies and troubleshooting processes.
Proficient in Microsoft Office products (Word, Excel, Outlook, and PowerPoint).
Excellent listening skills.
BS/BA in Business, Communication or a related field or equivalent work experience.
2+ years’ 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 preferred.
AmeriGas system knowledge: CRM, SAP, etc.
Advanced knowledge of AmeriGas policy 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, communicate transparently with cross-departments and customers.
Participate in cross-functional meetings to discuss case statues 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 Region/Territories.