Customer Support Specialist - Tactical Team

Customer Support Specialist - Tactical Team

Location: El Cajon, CA, US, 92021 Workplace Environment: Hybrid Company: AmeriGas Propane, Inc.

When you work for AmeriGas, you become a part of something BIG! Founded in 1959, AmeriGas is the nation's premier propane company, serving over 1.5 million residential, commercial, industrial and motor fuel propane customers. Together, over 6,500 dedicated professionals will deliver over 1 billion gallons of propane from 1,800+ distribution points across the United States. Applications for this position will be accepted until June 20, 2026.

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