Customer Experience Advocate I

Customer Experience Advocate I

AmeriGas is a Drug Free Workplace. Candidates must be able to pass a pre-employment drug screen and a criminal background check. AmeriGas is an Equal Opportunity Employer.

Location: Pacific, WA, US, 98047 Company: AmeriGas Propane, Inc.

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 a timely manner.

Key Characteristics

- Strong phone presence and interpersonal skills in making inbound and outbound customer calls while delivering a positive customer experience.

- 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 customer's needs.

- Works with high accuracy and manages time efficiently.

Duties and Responsibilities

- Respond to and process all customer calls in a prompt and professional manner.

- Determine the probable nature of each call by listening carefully, researching customer records and asking questions for clarification.

- Communicate clearly and respectfully with callers, restating information when necessary to ensure the customer's understanding.

- Acknowledge and resolve customer concerns; promptly escalate complaints when needed.

- Process orders, forms, applications, requests, and payments accurately.

- 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 training sessions.

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 authority levels.

- 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 with a strong ability to multi-tasking.

Education and Experience Required

- High School Diploma or Equivalent.

- One to two years customer service experience; in a contact center preferred.

- Demonstrated understanding of computer-based tools and programs.

Working Conditions: Work occurs inside a contact center -- potential for 24/7/365 day operation.