Customer Support Tactical Team Specialist

Customer Support Tactical Team Specialist

Location: Brooklyn Heights, OH, US, 44131

Workplace Environment: Hybrid

Company: AmeriGas Propane, Inc.

Posting

Job Summary (Purpose)

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.

Key Characteristics

• Customer Advocacy - Genuine commitment to customer satisfaction and success. • Problem-Solving - Ability to analyze complex issues, identify root causes, and develop comprehensive solutions. • Collaboration - Strong interpersonal skills with proven ability to work effectively across diverse teams. • Communication - Exceptional written and verbal communication with stakeholders at all levels. • Adaptability - Comfortable working in a fast-paced environment with changing priorities. • Persistence - Tenacious follow-through on commitments with attention to detail

Duties and 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.

Knowledge, Skills and Abilities

• 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.

Education and Experience Required

• 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.

Preferred Experience

• Propane industry business knowledge preferred. • AmeriGas system knowledge: CRM, SAP, etc. • Advanced knowledge of AmeriGas policy and procedures

Working Conditions

• Normal office environment (hybrid) • Potential Travel