CXA Role and Responsibilities & Specialty Teams

• 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 || On hold

Document • Keep records of customer interactions, transactions, comments and complaints by recording clear, complete and concise documentation in case management logs.

Vermont - Customers in the state of Vermont have specific rules, mandates and laws about how their accounts are handled. These customer are routed to a team specifically designated to handle the calls.

LIHEAP - Low Income Heat and Energy Assistance Program. Local state, charitable and government agencies requesting service/deliveries for customers approved for resources outside of AmeriGas. These customer are routed to a team specifically designated to handle the calls

Meters - Metered accounts have a wide range of processes requiring access to maintain the accounts functionality and accuracy

Resolution - Works as a 1st escalation point for customers with immediate needs or complaints

Emergency - 24/7/365 access to agents specifically trained to handle and dispatch emergency calls

Chat/Email - Addresses customer concerns raised through email and chat communication options

Customer Advocacy - Handles escalation requests from Social Media, Letters, calls or emails to Executive Leadership, Better Business Bureau and Attorney General