CRM Functional Specialist

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.

Job Summary:

The CRM Functional Lead position supports matters of significance as related to the customer relationship tool and call center performance. This role’s primary duties include determining the best solution and prioritizing minor system configuration (non-technical deployments), troubleshooting escalated process and system incidents, analyzing CRM system data including but not limited to agent job aids/call scripts, customer case management, email and case routing rules, operational hierarchy, activity notes. This position provides support to CRM system enhancements and defects by documenting test suites/scenarios, performs testing tasks, coordinating end user testing.

Key Characteristics:

•    Ability to use discretion and judgement on work assignments, requests, and incidents. 
•    Technical minded resource with excellent business understanding.
•    Has an analytical mindset, ability to provide in-depth analysis and identify trends
•    Detail oriented and effective in creating accurate reports and validating data.  Ability to work independently and meet deadlines.
•    Adaptable, has ability to learn new technologies quickly for continuous improvement.
•    Strong investigation and communication skills to present results to different levels of management.

Duties and Responsibilities:

•    Evaluate, prioritize, and provide solutions for system enhancements and defects. Perform minor system configuration changes including but not limited to, agent job aid/call scripts, email and case routing rules, views, dashboards/trend reporting, and retention offers/efforts.
•    Perform enhancement and defect resolution testing. Build, maintain, and track test suites/scenarios while coordinating business and end to end testing efforts.
•    Troubleshoot, analyze, correct, and prevent escalated issues related to CRM processes and system.  Communicates status of issues and high-priority cases to users and management as needed. Documents processes and procedures for IT help desk to troubleshoot first tier incidents.
•    Work as operational system lead for CRM, including maintenance and data integrity. Maintain information in CRM directly related to company operating procedures and supporting materials. 
•    Perform regular analysis of outstanding cases, opportunities, and action items. Mass reconciliations of open CRM cases with related systems to provide accurate and efficient performance on outstanding customer requests. Work with management to identify process and system error trends.
•    Promote the proper and effective utilization of the CRM application by coordinating training and working with end users to support company operations.

Knowledge, Skills and Abilities:

•    Familiarity with CRM or database systems, preferably Dynamics 365 or prior versions.
•    Working knowledge of supporting relevant technologies (Office365, SAP, and Web forms)  
•    Ability to use discretion and judgement on work assignments, requests, and incidents.
•    Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; works well in group problem solving situations. 
•    Proven analyst skills to quickly analyze and understand process and system incidents.
•    Proficient with Excel, PowerPoint, Outlook and Word. 
•    Strong ability to build relationships within both business and IT
•    Good organizational and project management skills, with the ability to meet objectives and deadlines
•    Reacts well under pressure and accepts responsibility for own actions; Follows through on commitments. 
•    Demonstrates accuracy and thoroughness, monitors own work to ensure quality.
•    Excellent English writing skills and verbal skill

Education and Experience Required:

•    Bachelor’s degree
•    At least 5 years using CRM systems to support customer service, sales, or marketing function.
•    At least 2 years with system integration or user acceptance testing
•    Microsoft Dynamics CRM certifications strongly preferred
•    Knowledge of CRM configuration, workflows / Microsoft Flow

Working conditions:

•    Normal Valley Forge HQ office environment with some travel required

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 basis.