Customer Experience Advocate II - Military veterans preferred

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Job Summary:

The Customer Experience Advocate II (CXA) demonstrates a high level of competency and effectiveness when interacting directly with potential, new and existing customers, as well as AmeriGas colleagues. This CXA II will work in phone/digital channels to ensure a quality experience in every step of the customer’s journey, resulting in increased customer satisfaction and account retention for the company. The CXA II will support the learning of peers (new, developing team members) by collaboratively responding to requests for assistance, demonstrating effective skills in side-by-sides, and occasionally supporting new hire training.

Key Characteristics:

• Able to explain AmeriGas processes, procedures, and policies to peers, readily and willingly providing assistance when needed to serve customers accurately and effectively
• Demonstrates excellent customer care and system utilization skills; able to consistently share knowledge with peers
• Proactively identifies opportunities to improve operations in a way that serves customers and/or achieves optimum quality and efficiency

Duties and Responsibilities:

• Proactively and confidently educates customers on AmeriGas products and processes; works with exceptional efficiency to respond to customer inquiries.
• Demonstrates excellent quality and accuracy in all elements of work: Customer care, systems utilization, customer request/order processing, account notation
• Able to effectively resolve customer concerns; promptly escalates complaints when needed.

Knowledge, Skills and Abilities:

• Ability to work independently and collaboratively with all functions/roles within the contact center
• Excellent problem-solving skills; consistently helps others
• Excellent judgment and independent decision making within assigned authority levels.
• Able to effectively demonstrate all element of the job and provide coaching to peers

Education and Experience Required:

• High School Diploma or Equivalent; Associate/Bachelors degree preferred
• Two to three 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 telephone systems, visual, audio, and manual dexterity capabilities are essential to the work.