CRM Functional Specialist
AmeriGas, King Of Prussia, PA, United States
AmeriGas is a Drug Free Workplace. Candidates must be able to pass a pre‑employment drug screen and a criminal background check.
Location:
King Of Prussia, PA, US, 19406
Workplace Environment:
Hybrid
Company:
AmeriGas Propane, Inc.
Requisition Number:
29276
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, and coordinating testing.
Key Characteristics
Ability to use discretion and judgement on work assignments, requests, and incidents.
Technical minded resource with excellent business understanding.
Has an analytical mindset, ability to provide in-depth analysis and identify trends.
Detail oriented and effective in creating accurate reports and validating data; ability to work independently and meet deadlines.
Adaptable, ability to learn new technologies quickly for continuous improvement.
Strong investigation and communication skills to present results to different levels of management.
Duties and Responsibilities
Evaluate, prioritize, and provide solutions for system enhancements and defects. Perform minor system configuration changes including agent job aid/call scripts, email and case routing rules, views, dashboards/trend reporting, and retention offers/efforts.
Perform enhancement and defect resolution testing. Build, maintain, and track test suites/scenarios while coordinating business and end‑to‑end testing efforts.
Troubleshoot, analyze, correct, and prevent escalated issues related to CRM processes and system. Communicate status of issues and high‑priority cases to users and management as needed. Document processes and procedures for IT help desk to troubleshoot first‑tier incidents.
Work as operational system lead for CRM, including maintenance and data integrity. Maintain information in CRM directly related to company operating procedures and supporting materials.
Perform regular analysis of outstanding cases, opportunities, and action items. Conduct mass reconciliations of open CRM cases with related systems to provide accurate and efficient performance on outstanding customer requests. Work with management to identify process and system error trends.
Promote the proper and effective utilization of the CRM application by coordinating training and working with end users to support company operations.
Knowledge, Skills and Abilities
Familiarity with CRM or database systems, preferably Dynamics 365 or prior versions.
Working knowledge of supporting relevant technologies (Office365, SAP, and Web forms).
Ability to use discretion and judgement on work assignments, requests, and incidents.
Problem solving: identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; works well in group problem‑solving situations.
Proven analyst skills to quickly analyze and understand process and system incidents.
Proficient with Excel, PowerPoint, Outlook and Word.
Strong ability to build relationships within both business and IT.
Good organizational and project management skills, with the ability to meet objectives and deadlines.
Reacts well under pressure and accepts responsibility for own actions; follows through on commitments.
Demonstrates accuracy and thoroughness, monitors own work to ensure quality.
Excellent English writing skills and verbal skill.
Education and Experience Required
Bachelor's degree.
At least 5 years using CRM systems to support customer service, sales, or marketing function.
At least 2 years with system integration or user acceptance testing.
Microsoft Dynamics CRM certifications strongly preferred.
Knowledge of CRM configuration, workflows, and Microsoft Flow.
Working Conditions
Normal Valley Forge HQ office environment with some travel required.
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.
Equal employment opportunity, including veterans and individuals with disabilities.
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Location:
King Of Prussia, PA, US, 19406
Workplace Environment:
Hybrid
Company:
AmeriGas Propane, Inc.
Requisition Number:
29276
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, and coordinating testing.
Key Characteristics
Ability to use discretion and judgement on work assignments, requests, and incidents.
Technical minded resource with excellent business understanding.
Has an analytical mindset, ability to provide in-depth analysis and identify trends.
Detail oriented and effective in creating accurate reports and validating data; ability to work independently and meet deadlines.
Adaptable, ability to learn new technologies quickly for continuous improvement.
Strong investigation and communication skills to present results to different levels of management.
Duties and Responsibilities
Evaluate, prioritize, and provide solutions for system enhancements and defects. Perform minor system configuration changes including agent job aid/call scripts, email and case routing rules, views, dashboards/trend reporting, and retention offers/efforts.
Perform enhancement and defect resolution testing. Build, maintain, and track test suites/scenarios while coordinating business and end‑to‑end testing efforts.
Troubleshoot, analyze, correct, and prevent escalated issues related to CRM processes and system. Communicate status of issues and high‑priority cases to users and management as needed. Document processes and procedures for IT help desk to troubleshoot first‑tier incidents.
Work as operational system lead for CRM, including maintenance and data integrity. Maintain information in CRM directly related to company operating procedures and supporting materials.
Perform regular analysis of outstanding cases, opportunities, and action items. Conduct mass reconciliations of open CRM cases with related systems to provide accurate and efficient performance on outstanding customer requests. Work with management to identify process and system error trends.
Promote the proper and effective utilization of the CRM application by coordinating training and working with end users to support company operations.
Knowledge, Skills and Abilities
Familiarity with CRM or database systems, preferably Dynamics 365 or prior versions.
Working knowledge of supporting relevant technologies (Office365, SAP, and Web forms).
Ability to use discretion and judgement on work assignments, requests, and incidents.
Problem solving: identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; works well in group problem‑solving situations.
Proven analyst skills to quickly analyze and understand process and system incidents.
Proficient with Excel, PowerPoint, Outlook and Word.
Strong ability to build relationships within both business and IT.
Good organizational and project management skills, with the ability to meet objectives and deadlines.
Reacts well under pressure and accepts responsibility for own actions; follows through on commitments.
Demonstrates accuracy and thoroughness, monitors own work to ensure quality.
Excellent English writing skills and verbal skill.
Education and Experience Required
Bachelor's degree.
At least 5 years using CRM systems to support customer service, sales, or marketing function.
At least 2 years with system integration or user acceptance testing.
Microsoft Dynamics CRM certifications strongly preferred.
Knowledge of CRM configuration, workflows, and Microsoft Flow.
Working Conditions
Normal Valley Forge HQ office environment with some travel required.
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.
Equal employment opportunity, including veterans and individuals with disabilities.
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