FYI

A Day in the Life: Customer Advocacy Manager

Jill Donohue, Customer Advocacy Manager for AmeriGas

Recently, I was able to sit down with our Customer Advocacy Manager, Jill Donohue, to discuss her role and experiences in it. (and even a little bit of hula hooping too!)

Explain your role as our Customer Advocacy Manager here at AmeriGas.
Overall, my team and I handle customer complaints that come into our Field Service Center, as well as Better Business Bureau inquiries and Attorney General responses. We track trending customer complaints as well as root cause analysis. We monitor customer complaint response assistance as well as conduct reports on our customers satisfaction surveys.

My team and I are responsible for the following:

  • To oversee the customer experience throughout the organization
  • To represent the customer when discussing customer impacting processes
  • To manage customer complaint handling
  • To evaluate  trends and root cause of customer complaints and work with appropriate departments to address findings

What is a typical day for you like?
Every day is different. Sometimes I am on the phone speaking with customers, other days I am responding to hand written letters and emails. The one constant thing is working hard for our customers. Our team is involved in many projects with different departments throughout our company to create an overall better customer experience. Several departments can be involved in accomplishing the common goal to delight our customers.

Busiest time of year for you?
Winter! (214 days until that season starts again, not that I’m counting!)

Favorite part about your job?
When I know that I have successfully helped our customers.

Most rewarding example you can tell from your experience as our Customer Advocacy Manager?
One customer, this gentleman with 5 different tanks with us, was upset and contacted me. I was able to work with him and his local office to resolve his issues. Once his issues were resolved through his local office, he called me back to personally, to thank me for assisting him. This was a great example of looking at his issue as an opportunity to convert this dissatisfied customer into a loyal customer by addressing his concerns and exceeding his expectations.

Hidden skill/talent you are a master at?
I’m have an honor roll daughter who runs me everywhere from cheer practice to volleyball and softball games, so managing that schedule is quite a talent! As for me, I hula hoop for fun… I mean, exercise.

Helpful hint you could offer for our propane users?
I recommend that any propane users know what the scent of propane smells like. Naturally, propane is an odorless, colorless gas, so Ethyl Mercaptan (odorant) is added for detection. It smells like rotten eggs so you can recognize the pungent smell.

What is your “Props to Propane”?
Our environment is something that needs to become more of a priority both locally and globally. Propane is an environmentally safe fossil fuel and was “green” before that was a trend. I am proud to work for a company that promotes greener living.

 

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