Customer Experience Lead

Key Characteristics

-Exceptional communication, customer care and system utilization skills; works with the highest level of quality and integrity in all aspects of the role 
-Proactively and effectively collaborates with all CES employees and all AmeriGas business units to serve customers with achieve optimum quality and efficiency 
-Works to identify, design, and implement improvements; encourages others to continuously learn and apply new skills
-Ability to identify process and performance trends and opportunities and communicate with leadership for follow up.  
-Leads team members to achieve customer and operational performance standards; demonstrates positivity and creates a “can do” culture
-Demonstrates support of company and culture in conversations and actions

Duties and Responsibilities:

-Provides real-time support to Customer Experience Advocates
-Assists agents with questions and escalated customer requests or issues
-subject matter expertise in all products, services, and systems
-Explains, instructs, and mentors others to effectively deliver customer care, following AmeriGas processes, procedures, and policies
-Provide recommendations to supervisors about agent coaching opportunities
-Serves as back-up for the team Supervisor to provide oversight and support as needed
-Assist and provide support to Customer Experience Supervisor(s)
-Attend department meetings and lead team huddles when appropriate
-Readily accepts escalations and effectively responds to customer complaints when needed 
-Willingly supports additional customer contact types/cases as assigned 
-Effectively supports/leads employee training; serves as instructor/assistant as needed

Knowledge, Skills, and Abilities

-Completes the CXAIII Skills Test Assessment with 80% score or better
-Minimum of six months of service in a CXA III role, or equivalent functional experience from other areas of the company
-Works independently and collaboratively with all functions/roles across AmeriGas 
-Proactively communicates education and improvement opportunities
-Understands historical processes and subsequent growth; recognizes and can articulate the business impact of process change  
-Demonstrates ability to understand performance improvement metrics and drive performance change 
-Excellent judgment and independent decision making within assigned authority levels.
-Strong leadership, competency development, and communication skills

Education and Experience

High School Diploma or Equivalent; Associate/Bachelors degree preferred 
Three to five 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 telephony systems, visual, audio, and manual dexterity capabilities are essential to the work.

Job Summary

The Customer Experience Team Lead demonstrates strong peer leadership skills and exceptional customer care when interacting directly with potential, new and existing customers, as well as AmeriGas colleagues. This CX Team Lead proactively ensures his/her team delivers a quality experience in every step of the customer’s journey, resulting in increased customer satisfaction and account retention for the company. This position is intended to develop leadership and management skills while providing a guiding role to customer experience advocates within the Engagement Center. In addition to all foundational responsibilities (see the CXA I, II and III job descriptions), the CXA Lead will provide peers with real-time support and mentoring to ensure learning and effective performance in all elements of the service role. This role provides oversight and guidance to the team when the CX Supervisor is not available. Additional responsibilities may include call observations, and call-handling suggestions for supervisors, as well as delivering training for new hires and skill development classes.

The CXA Lead demonstrates technical proficiency in all CXAI, II & III tasks and can effectively support and educate peers and new hires in training relative to these skills. Serves as a Subject Matter Expert in systems and processes.  

Note that all elements of the Customer Experience Advocate I, II and III positions apply to the CXA Lead.  Additional elements that reflect the career progression to CXA Lead are listed below.