Customer Experience Advocate I
Company: AmeriGas Propane, Inc.
Posted on: January 12, 2022
When you work for AmeriGas, you become a part of something BIG!
Founded in 1959, AmeriGas is the nation's 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.
Posting Job Summary:
The Customer Experience Advocate I (CXA) interacts directly with
potential, new and existing customers. They work to provide a
quality experience in every step of the customer's journey,
resulting in increased customer satisfaction and account retention
for the company. Customer Experience Advocate I will serve customer
inquiries, order processing, modifications to account information,
and handling of customer complaints in a contact center
environment. This role will follow up on customer cases utilizing
our customer relationship management system to ensure customer
inquiries and requests are handled completely and in timely
Strong phone presence and interpersonal skills in making inbound
and outbound customer calls while delivering a positive customer
Must have strong and clear communication skills with an ability to
use positive language and listen attentively
Remains calm under pressure and works collaboratively with
customers and internal team members to address and serve the
Works with high accuracy and manages time efficiently
Duties and Responsibilities:
Respond to and process all customer calls in a prompt and
Determine the probable nature of each call by listening carefully,
researching customer records and asking questions for
Communicate clearly and respectfully with callers, restating
information when necessary to ensure the customer's
Acknowledge and resolve customer concerns; promptly escalate
complaints when needed.
Process orders, forms, applications, requests, and payments
Keep records of customer interactions, transactions, comments and
complaints by recording clear, complete and concise documentation
in case management logs.
Attend and collaboratively participate in staff meetings and
Knowledge, Skills and Abilities:
Ability to work independently and within contact center teams
Good problem-solving skills and asks for guidance when needed
Good judgment and independent decision making within assigned
Positive attitude and excellent interpersonal and listening skills;
demonstrates effective customer care with all customers
consistently and equally.
Effectively communicates in English - verbal and written.
Efficient and accurate use of systems and tools
Education and Experience Required:
High School Diploma or Equivalent
One to two years customer service experience; in a contact center
Demonstrated understanding of computer-based tools and programs
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.
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
Keywords: AmeriGas Propane, Inc., Rocklin , Customer Experience Advocate I, Other , Rocklin, California
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