CES Training Nesting Specialist

CES Training Nesting Specialist

Location:Charlotte, NC, US, 28217

Workplace Environment: Hybrid

Company: AmeriGas Propane, Inc.

Requisition Number: 28909

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.

Job Summary (Purpose):

A CES Training Nesting Specialist specializes in supporting new contact center agents during their critical transition from classroom training to live customer interactions. This role provides structured guidance, real-time coaching, and emotional support to help new agents successfully navigate their first weeks for the all customer contact channels while building confidence and competence. During non-training periods, the Specialist will assist with customer case management and reconciliation.

Key Characteristics:

- Communication - Ability to clearly articulate information, facilitate discussions, and adapt communication style to different audiences.

- Coaching - Provide ongoing coaching and support to employees to help them apply newly acquired skills and address challenges in their roles.

- Technical proficiency - Expert knowledge of systems, procedures and troubleshooting techniques.

- Analytical thinking - Identifying patterns in performance challenges to develop targeted coaching plans.

Duties and Responsibilities:

- Shadow new agents during their initial phone, chat, and email interactions, providing immediate feedback and guidance.

- Explains, instructs, and coaches others to effectively deliver customer care, following AmeriGas processes, procedures, and policies; proactively and effectively provides coaching when needed.

- Assist with troubleshooting technical issues and navigating complex customer service request and systems.

- Conduct daily huddles to address common challenges and celebrate early wins.

- Provide side-by-side coaching during difficult customer interactions.

- Evaluate employee performance, works with Transition Supervisor and L&D Team to determine trends and areas for continuous education.

- Collaborate with peers to create and maintain end user documentation including, step by step procedures, job aids, and standard operating procedures.

- Assist Learning and Development Trainers/Facilitators in classroom training by monitoring and evaluating employee participation, as well as conduct role play evaluations.

- Review CRM Case Management quality reports to ensure there is consistency through all respective customer data and requests are handled timely and appropriately.

- Make account changes in SAP to prevent customer-impacting issues.

- Communicate with field and center employees as necessary to research and correct individual account issues and respond to inquiries.

- Communicate with the customer to close the loop on outstanding customer requests.

- Readily accepts escalations and effectively responds to customer complaints when needed.

Knowledge, Skills and Abilities:

- Strong knowledge of contact center metrics and quality standards

- Excellent communication skills with ability to provide constructive feedback.

- Familiarity with contact center technologies and troubleshooting processes.

- Proficient in Microsoft Office products (Word, Excel, Outlook, and PowerPoint).

- Excellent listening skills

Education and Experience Required:

- High School Diploma or Equivalent; Associate/Bachelors degree preferred.

- 2+ years’ experience in contact center operations or customer service roles,

- Demonstrated expertise in call handling techniques and customer service best practices.

- Demonstrated experience is employee coaching and development.

- Excellent facilitation and presentation skills in virtual and face to face classroom delivery.

Preferred Experience:

- Propane industry business knowledge preferred.

- AmeriGas system knowledge: CRM, SAP, SuccessFactors, etc.

- Advanced knowledge of AmeriGas policy and procedures

Working conditions:

- Normal office environment (hybrid)

- Up to 50% Travel

AmeriGas Propane, Inc. 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.

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.

Nearest Major Market: Charlotte