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UGI Corporation Customer Advocacy Lead in Cleveland, United States

When you work for AmeriGas, you become a part of something BIG! Founded in 1959, AmeriGas is the nations premiere 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.

Job Summary :

The Customer Advocacy Team Lead demonstrates strong peer leadership skills and exceptional customer care when interacting directly with potential, new and existing customers, as well as AmeriGas colleagues. This Customer Advocacy Team Lead proactively ensures his/her team delivers a quality experience in every step of the customers journey, resulting in increased customer satisfaction and account retention for the company. This position is intended to develop leadership and management skills while providing a guiding role to Customer Advocacy Specialists and Customer Experience Advocates working on site and remotely. In addition to all foundational responsibilities (see the CXA I, II and III job descriptions), the Customer Advocacy Lead will provide peers with real-time support and mentoring to ensure learning and effective performance in all elements of the service role. This role provides oversight and guidance to the team when the Customer Advocacy Supervisor is not available. Additional responsibilities may include leading some team meetings, one to one and group observations, root cause analysis, delivering trainings and responding to any high level, urgent inquires.

The Customer Advocacy Lead demonstrates technical proficiency in all CXA I, II & III tasks and can effectively support and educate peers relative to these skills. Serves as a Subject Matter Expert in systems and processes. Additionally, they will assist in the following support channels within Customer Advocacy and Customer Care: Executive Resolutions, Social Media, Better Business Bureau, Attorney General, NPS Surveys and Customer Emails.

Note that all elements of the Customer Experience Advocate I, II and III positions apply to the Customer Advocacy Lead. Additional elements that reflect the career progression to Customer Advocacy Lead are listed below.

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

Duties and Responsibilities :

Provides real-time support to Customer Advocacy Specialists and 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 Supervisor around areas of opportunity within the team

Serves as back-up for the team Supervisor to provide oversight and support as needed

Assist and provide support to Supervisor

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

Knowledge, Skills and Abilities :

Completes the CXAIII Skills Test Assessment with 80% score or better

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/Bachelors degree preferred

Three to five years customer service experience in a contact center environment

Working Conditions :

Work occurs inside a contact center potential for 24/7/365-day operations in future.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The ability to use computer and telephony systems, visual, audio, and manual dexterity capabilities are essential to the work.

Remote work (virtual)

AmeriGas is an Equal Opportunity and Affirmative Action Employer. The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, sexual orientation, veteran status, or any other legally protected class in its practices.

AmeriGas is a Drug Free Workplace. Candidates must be willing to submit to a pre-employment drug screen and a criminal background check. Successful applicants shall be required to pass a pre-employment drug screen as a condition of employment, and if hired, shall be subject to substance abuse testing in accordance with AmeriGas policies. As a federal contractor that engages in safety-sensitive work, AmeriGas cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician. Similarly, applicants for such positions who are actively using medical marijuana may be denied hire on that basis.