Customer Advocacy Specialist

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Job Summary:

The Customer Advocacy Specialist will be responsible for providing issue resolution at the highest level for escalated situations directed toward the Executive level leadership team. This position will also support our Customer Care email inquiries and any Social Media complaints that we may receive.

Duties and Responsibilities:

• Respond to customer concerns on behalf of the CEO and other executives via email and phone.
• Conduct root cause analysis, providing insights and detailed feedback on trends and situations that may lead to a poor customer experience.
• Interact with multiple levels of leadership, serving as the customer solutions expert for all company channels.
• Provide timely and detailed issue resolution, bringing high level escalations to closure.
• Partner with the Legal and PR teams on high risk/high profile cases.
• Communicate through various channels, including, but not limited to: CRM, Social Media, Customer Care and Customer Advocacy email queues.

Knowledge, Skills and Abilities:

• Experience analyzing and resolving complex customer issues without additional support.
• Exceptional business acumen and de-escalation skills.
• Previous experience interacting with Senior Leadership and Customer Advocacy groups preferred.
• Exceptional follow-up abilities, tracking each concern to completion.
• Expert proficiency with CRM, case management and navigating multiple systems.
• Must be team-oriented, highly organized, detail oriented and have successfully demonstrated the ability to manage multiple priorities.
• Deep knowledge of AmeriGas process flows.
• Minimum typing speeds of 30 WPM.
• Understanding of MS Office Suite with intermediate technical and computer skills.
• Excellent verbal and written communication skills, as well as strong listening skills.
• Exceptional analytical and problem-solving skills with an ability to think quickly under pressure.
• Flexibility with scheduled shifts including evenings and weekends.

Education and Experience Required:

• High School Diploma or Equivalent; Associate/Bachelor’s degree preferred.
• Three to five years customer service experience in a contact center environment.

Working Conditions:

• Work occurs inside a contact center or remotely – potential for 24/7/365-day operations in future.
• Working remotely requires a dedicated office space to work with minimal distractions and full privacy.
• 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.