Customer Support Tactical Team Specialist

About the Role

A Customer Support Tactical Team Specialist serves as a critical bridge between our customers contact center and field operations teams. This role focuses 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.

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 statuses 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.

Skills

• 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.

Requirements

• 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 Qualifications

• 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.