WGL Energy - Customer Experience & Retention Lead

WGL Energy - Customer Experience & Retention Lead

WGL Energy is looking for a customer-focused, analytical, and hands-on professional to lead key work across customer retention, call center operations, vendor partnership, escalations, and process improvement.

This is a highly visible individual contributor role that wears a lot of hats. You will work closely with internal teams and external partners to ensure customers are supported, issues are resolved, and retention strategies are informed by data, customer trends, and operational insights.

No two days will look the same. The right person will enjoy solving problems, digging into details, identifying root causes, and finding fair, practical solutions that support both the customer experience and business outcomes.

In this role, you will help drive customer retention and operational performance across WGL Energy's residential and commercial customer base.

Key responsibilities include:

• Develop and support customer retention strategies based on customer insights, market trends, operational data, and business priorities
• Partner closely with call center/vendor leadership to support service delivery, CSAT performance, customer retention, and day-to-day operational execution
• Act as an escalation point for complex customer issues, ensuring timely resolution, appropriate follow-up, and a strong customer experience
• Monitor call center performance trends, customer inquiries, data entry accuracy, memo coding, and recurring operational issues
• Review reporting and customer interaction data to identify patterns, root causes, and opportunities for corrective action
• Maintain and improve knowledge management tools used by call center teams and external partners
• Lead recurring operational touchpoints focused on escalations, process gaps, service levels, and performance trends
• Support billing-related issue resolution, including enrollment errors, customer status changes, ETF calculations, and reporting accuracy
• Ensure customer processes and campaign activity align with corporate policies, regulatory requirements, and compliance expectations
• Serve as a liaison for internal audits and support required documentation, insights, and follow-up
• Collaborate with Marketing, Billing Operations, Compliance, Sales, external vendors, and other internal stakeholders to support customer satisfaction and business outcomes
• Identify opportunities to improve processes, training materials, tools, and ways of working across the customer experience ecosystem

The successful candidate will bring a blend of customer experience, call center operations, retention, and vendor management experience.

• 5+ years of experience in customer experience, call center operations, customer retention, vendor management, or a related operational role
• Prior call center experience or strong exposure to call center operations, metrics, service levels, escalations, and customer issue resolution
• Experience using data to identify trends, understand cause and effect, and recommend practical actions or process improvements
• Strong relationship management skills, with the ability to partner effectively with external vendors, internal teams, and stakeholders at different levels
• A customer-first mindset and the ability to think quickly, problem solve, and remain balanced in complex or fast-moving situations
• Strong attention to detail, especially when reviewing billing, reporting, customer account information, or operational processes
• Comfort working in an environment where priorities can shift and not everything is fully documented
• Strong communication skills, including the ability to explain issues, present recommendations, and influence action
• Experience with tools such as Salesforce, Microsoft Office, Docu Sign, Tableau, or Power BI would be an asset
• Energy, utilities, or regulated industry experience is strongly preferred, but not required
• A bachelor's degree in Business, Marketing, or a related field is preferred

• Solving real customer problems - stepping into complex situations, understanding what happened, and finding fair and practical solutions
• Working in a fast-paced, varied role - no two days are exactly the same, and the work touches retention, operations, escalations, compliance, billing, and vendor partnership
• Influencing how work gets done - identifying trends, improving processes, strengthening documentation, and helping teams operate more effectively
• You will be joining a collaborative environment where your ability to build relationships, use data, and improve the customer experience will directly support business performance and customer loyalty

The role offers a competitive salary range of $95,400 to $109,625 per year, commensurate with experience, education, and skills. We also provide a comprehensive benefits package, including health insurance, retirement plans, and paid time off.

The Company values diversity in its workforce and encourages United States military veterans and service…