ISC Retention Specialist II

AmeriGas

AmeriGas is a Drug Free Workplace. Candidates must be able to pass a pre-employment drug screen and a criminal background check. AmeriGas is an Equal Opportunity Employer.

Location: Rocklin, CA, US, 95765
Workplace Environment: Hybrid
Company: AmeriGas Propane, Inc.

Requisition Number: 30211

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.

Applications for this position will be accepted until 10/30/2026.

Job Summary-

The ISC Retention Specialist II is an experienced individual contributor within the Retention Management Team (RMT) responsible for retaining AmeriGas's existing customer base through proactive and reactive outreach. This position handles inbound calls from existing customers through the IVR phone tree and conducts outbound calls tied to various retention marketing activities. The Retention Specialist II demonstrates proficiency in retention and sales techniques, builds positive customer relationships, and consistently meets or exceeds performance targets.

Essential Functions-

Provide high-quality customer service and build positive relationships with customers to drive repeat business

Handle inbound retention calls and conduct outbound calls related to retention marketing campaigns and at-risk customer outreach

Perform data entry and maintenance within CRM and SAP; maintain complete and accurate records of customer and prospect interactions in CRM and/or SAP

Gather information about customer complaints and identify trends to share with supervisors as needed

Use active listening and discovery techniques to understand customer concerns and present appropriate solutions

Knowledge, Skills, and Abilities-

Effective use of retention and sales techniques, including discovery, value proposition development, objection handling, and customer acquisition

Efficient and accurate use of systems and tools (CRM, SAP, Microsoft Office products, business websites/systems)

Strong telephone presence and interpersonal skills

Ability to multi-task and prioritize workload; strong organizational and time management skills

Active listener with the ability to use inquiry to understand customer needs with the ability to de-escalate customer concerns.

Education and Experience-

High school diploma or equivalent required; college degree preferred

Minimum of 3–5 years of experience in customer service, retention, or issue resolution in a call center environment

Proficiency with business and office tools including CRM, Microsoft Dynamics, SAP, and Microsoft Office products

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.

The pay for this position ranges from $25.10 to $26.10 per hour, depending on circumstances including an applicant's skills and qualifications, certain degrees and certifications, prior job experience, market data, and other relevant factors. Additional compensation may include eligibility to earn a performance-based bonus or commissions on completed sales depending on position.

This is the Company's good faith and reasonable estimate of the range of compensation for this position as of the time of posting. The Company offers a wide array of comprehensive benefit programs and services including medical, dental, vision, flexible spending and health savings accounts to our benefits-eligible employees. Additional benefits include retirement savings plans like 401(k) and paid days off such as parental leave, military leave, vacation/paid time off, sick leave in compliance with state law, as applicable, paid holidays, and disability coverage. Some benefits offerings are subject to any legal requirements or limitations, employee eligibility status, and where the employee lives and/or works.

Equal employment opportunity, including veterans and individuals with disabilities.

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