Customer Experience Advocate II

Location:

Charlotte, NC, US, 28217

Workplace Environment: Hybrid

Company: AmeriGas Propane, Inc.

Requistion Number: 26464

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.

Posting

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.

AmeriGas 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.

This position will be posted until June 24th, 2025.

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.