Customer Experience Lead

Duties and Responsibilities

• Provides real-time support to Customer Experience Advocates.
• Assists agents with questions and escalated customer requests or issues.
• Demonstrates subject matter expertise in all products, services, and systems.
• Explains, instructs, and mentors others to effectively deliver customer care, following AmeriGas processes, procedures, and policies.
• Provide recommendations to supervisors about agent coaching opportunities.
• Serves as back-up for the team Supervisor to provide oversight and support as needed.
• Assist and provide support to Customer Experience Supervisor(s).
• Attend department meetings and lead team huddles when appropriate.
• Readily accepts escalations and effectively responds to customer complaints when needed.
• Willingly supports additional customer contact types/cases as assigned.
• Effectively supports/leads employee training; serves as instructor/assistant as needed.

Key Characteristics

• Exceptional communication, customer care and system utilization skills; works with the highest level of quality and integrity in all aspects of the role.
• Proactively and effectively collaborates with all CES employees and all AmeriGas business units to serve customers with achieve optimum quality and efficiency.
• Works to identify, design, and implement improvements; encourages others to continuously learn and apply new skills.
• Ability to identify process and performance trends and opportunities and communicate with leadership for follow up.
• Leads team members to achieve customer and operational performance standards; demonstrates positivity and creates a “can do” culture.
• Demonstrates support of company and culture in conversations and actions.

Knowledge, Skills and Abilities

• Completes the CXAIII Skills Test Assessment with 80% score or better.
• Minimum of six months of service in a CXA III role, or equivalent functional experience from other areas of the company.
• Works independently and collaboratively with all functions/roles across AmeriGas.
• Proactively communicates education and improvement opportunities.
• Understands historical processes and subsequent growth; recognizes and can articulate the business impact of process change.
• Demonstrates ability to understand performance improvement metrics and drive performance change.
• Excellent judgment and independent decision making within assigned authority levels.
• Strong leadership, competency development, and communication skills.

Education and Experience Required

• High School Diploma or Equivalent; Associate/Bachelor's degree preferred.
• Three to five years customer service experience in a contact center environment.