Manager - Customer Experience

Requistion Number: 26472

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

This position is a hybrid role based our of our Charlotte Office: 5016 Parkway Plaza Blvd, Charlotte, NC 28217

The Customer Experience Team Manager (CX Team Manager) leads high performing teams to deliver exceptional customer experience and meet business/operational objectives. The CX Team Manager ensures frontline employees have adequate support and tools to deliver excellent customer service, effectively handle escalations, and ensure customer safety on behalf of AmeriGas. Their leadership is critical to ensuring teams are adequately staffed, properly trained, and operating in accordance with company processes and standards. The CX Team Manager ensures team goals and performance expectations are achieved; customer satisfaction, operational effectiveness, and financial management are key to the CX Team Manager’s success.

The CX Team Manager is a key member of the center Director’s leadership team and is primarily responsible for maintaining a customer-focused environment for both internal and external customers, and for the development of corresponding policies, procedures, and operating structure for the facility. The CX Team Manager is continually engaged in inspiring their team to develop, document, and implement best practices in the performance of all duties and responsibilities.

Note that all element of the Customer Experience Supervisor role apply to the CX Team Manager. Additional elements that reflect the career progression to CX Team Manager are as follows:

Duties And Responsibilities

Knowledge, Skills, And Abilities

Key Characteristics

Education And Experience

Bachelor’s Degree; Masters degree preferred

5+ years leadership experience in 50+ seat contact center environment.

Working Conditions

Work occurs inside in a contact center/office environment. Limited travel for occasional meetings required.

Must be available to work varying schedules and hours including some weekends and holidays as workload dictates; potential for 24/7/365 day operations in future; available for on-call support as needed.

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.

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.