Customer Support Tactical Team Supervisor
UGI · King of Prussia
Requisition Number: 30949
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.
Job Summary (Purpose):
A Customer Support Tactical Team Supervisor leads a team of Customer Support Tactical Team Specialists. This leadership role is responsible for overseeing complex escalation management, driving operational excellence, and ensuring strategic alignment between customer support and field operations. serves as a critical bridge between our customers contact center and field operations teams.
Key Characteristics:
- Strategic Leadership - Ability to translate business objectives into actionable team strategies and processes.
- People Management - Strong coaching, mentoring, and performance management capabilities.
- Analytical Thinking - Data-driven approach to problem-solving and decision making.
- Customer Advocacy - Deep commitment to customer success and satisfaction.
- Change Management - Experience leading organizational change and process improvement initiatives.
- Communication - Exceptional written and verbal communication skills for all organizational levels.
- Collaboration - Proven ability to build consensus and drive results across multiple departments.
Duties and Responsibilities:
- Lead, mentor, and develop a team of Customer Support Tactical Team Specialists.
- Provide coaching and guidance on complex case handling, escalation management, and customer communication.
- Manage team capacity planning, workload distribution, and resource allocation.
- Monitor key performance indicators (KPIs) and service level agreements (SLAs).
- Build and maintain strategic relationships with Contact Center (CES), Delivery, Service, Field Operations and other stakeholders.
- Analyze trends in escalated cases to identify opportunities for proactive improvements.
- Generate regular reports and insight for senior leadership on tactical team performance and customer health.
- Act as an escalated point of contact for customer escalations from Field Operations and Sales teams for assigned Regions.
Knowledge, Skills and Abilities:
- Excellent communication skills with ability to influence and collaborate with stakeholders at all organizational levels.
- 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.
- 5+ years’ experience in contact center operations or customer service roles.
- Minimum of 2+ years in a supervisory or management role.
- Demonstrated expertise in call handling techniques and customer service best practices.
- Proven track record of managing high-performing teams in complex, fast-paced environments.
Preferred Experience:
- Propane industry business knowledge preferred.
- AmeriGas system knowledge: CRM, SAP, etc.
- Advanced knowledge of AmeriGas policy and procedures
AmeriGas Propane, Inc. is an Equal Opportunity 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.