CRM Functional Specialist

Job description

Requisition Number: 29276 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: The CRM Functional Lead position supports matters of significance as related to the customer relationship tool and call center performance. This role’s primary duties include determining the best solution and prioritizing minor system configuration (non-technical deployments), troubleshooting escalated process and system incidents, analyzing CRM system data including but not limited to agent job aids/call scripts, customer case management, email and case routing rules, operational hierarchy, activity notes. This position provides support to CRM system enhancements and defects by documenting test suites/scenarios, performs testing tasks, coordinating end user testing. Key Characteristics: - Ability to use discretion and judgement on work assignments, requests, and incidents....