Customer Experience Advocate I

Roseville, CA, USA|Onsite

Job Overview

Employment Type

Full-time

Hourly

Compensation

Hourly

Exact $21.00

Benefits

Medical insurance

Dental Insurance

Vision Insurance

flexible spending accounts

401(k) retirement plan

Paid Time Off

Paid holidays

Job Description

AmeriGas, founded in 1959, is the nation’s premier propane company serving over 1.5 million residential, commercial, industrial, and motor fuel propane customers. With a network of more than 1,800 distribution points across the United States and a team of over 6,500 dedicated professionals, AmeriGas consistently delivers more than one billion gallons of propane annually. Known for its commitment to safety, reliability, and customer service, AmeriGas has earned a leading reputation in the energy sector, emphasizing innovative solutions and operational excellence.

Joining AmeriGas means becoming part of a company that values its people and customers equally, offering robust career opportunities in a supportive and inclusive environment. AmeriGas promotes a culture of respect, safety, and continuous development, making it an employer of choice for those seeking to make an impact in the energy industry.

The role of Customer Experience Advocate I (CXA) at AmeriGas is vital to maintaining and enhancing customer satisfaction and retention. Reporting within the Emergency Call Center, this position involves direct interaction with potential, new, and existing customers, ensuring a high-quality experience throughout every stage of the customer journey. The CXA is responsible for responding promptly and professionally to customer inquiries, processing orders, managing account information updates, and addressing customer complaints efficiently.

This is a contact center role focusing on delivering excellent service during 2nd and 3rd shifts, making it ideal for candidates who thrive in dynamic, high-pressure environments. The Customer Experience Advocate I uses the company's customer relationship management system to follow up on cases, ensuring that customer needs and issues are resolved accurately and timely.

Key attributes for success include a strong phone presence, excellent interpersonal skills, and the ability to communicate clearly using positive language. The role demands calmness under pressure, strong time management, and attention to detail. Employees in this position are expected to work both independently and as part of a team, demonstrating good judgment and decision-making within their authority levels.

The hourly pay for this position is $21.00, with compensation reflective of an applicant’s skills and qualifications. Additional earning potential includes performance-based bonuses or commissions depending on the specific role. AmeriGas supports its employees with a comprehensive benefits package comprising medical, dental, and vision coverage, flexible spending accounts, retirement savings plans like 401(k), and paid time off including parental leave, military leave, vacation, sick leave where applicable, paid holidays, and disability coverage.

AmeriGas is an equal opportunity employer committed to diversity and inclusion, ensuring fair practices in hiring and workplace conduct. As a drug-free workplace and federal contractor with safety-sensitive roles, candidates must pass a pre-employment drug screen and criminal background check. This policy also extends to restrictions on medical marijuana use in certain positions.

Working conditions include a contact center environment where collaboration and communication are paramount. Employees may be required to work in a potential 24/7/365 operational setting as the company expands its services. Reasonable accommodations are available to enable individuals with disabilities to perform essential job functions successfully.

Job Requirements

High school diploma or equivalent
One to two years customer service experience
in a contact center preferred
Ability to use computer and telephone systems
Visual, audio, and manual dexterity capabilities
Willingness to submit to a pre-employment drug screen and criminal background check
Availability to work 2nd and 3rd shifts
Ability to remain calm under pressure
Strong communication skills
Ability to work independently and in a team environment

Job Qualifications

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
Strong phone presence and interpersonal skills
Strong and clear communication skills
Ability to work independently and within contact center teams
Good problem-solving skills
Good judgment and independent decision making within assigned authority levels
Positive attitude and excellent interpersonal and listening skills
Effective verbal and written communication in English
Efficient and accurate use of systems and tools with multi-tasking ability

Job Duties

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