WGL Energy - Customer Experience & Retention Lead

Job DescriptionWGL Energy - Customer Experience & Retention LeadWGL 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.What You’ll DoIn 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 prioritiesPartner closely with call center/vendor leadership to support service delivery, CSAT performance, customer retention, and day-to-day operational executionAct as an escalation point for complex customer issues, ensuring timely resolution, appropriate follow-up, and a strong customer experienceMonitor call center performance trends, customer inquiries, data entry accuracy, memo coding, and recurring operational issuesReview reporting and customer interaction data to identify patterns, root causes, and opportunities for corrective actionMaintain and improve knowledge management tools used by call center teams and external partnersLead recurring operational touchpoints focused on escalations, process gaps, service levels, and performance trendsSupport billing-related issue resolution, including enrollment errors, customer status changes, ETF calculations, and reporting accuracyEnsure customer processes and campaign activity align with corporate policies, regulatory requirements, and compliance expectationsServe as a liaison for internal audits and support required documentation, insights, and follow-upCollaborate with Marketing, Billing Operations, Compliance, Sales, external vendors, and other internal stakeholders to support customer satisfaction and business outcomesIdentify opportunities to improve processes, training materials, tools, and ways of working across the customer experience ecosystemWhat You’ll BringThe 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 rolePrior call center experience or strong exposure to call center operations, metrics, service levels, escalations, and customer issue resolutionExperience using data to identify trends, understand cause and effect, and recommend practical actions or process improvementsStrong relationship management skills, with the ability to partner effectively with external vendors, internal teams, and stakeholders at different levelsA customer-first mindset and the ability to think quickly, problem solve, and remain balanced in complex or fast-moving situationsStrong attention to detail, especially when reviewing billing, reporting, customer account information, or operational processesComfort working in an environment where priorities can shift and not everything is fully documentedStrong communication skills, including the ability to explain issues, present recommendations, and influence actionExperience with tools such as Salesforce, Microsoft Office, DocuSign, Tableau, or Power BI would be an assetEnergy, utilities, or regulated industry experience is strongly preferred, but not requiredA bachelor’s degree in Business, Marketing, or a related field is preferredWhy Join WGL Energy?Solving real customer problems — stepping into complex situations, understanding what happened, and finding fair and practical solutionsWorking in a fast-paced, varied role — no two days are exactly the same, and the work touches retention, operations, escalations, compliance, billing, and vendor partnershipInfluencing how work gets done — identifying trends, improving processes, strengthening documentation, and helping teams operate more effectivelyYou 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 loyaltyThe 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 members who meet the qualifications to apply.#LI-MW1For Canadian hires: AltaGas hires personnel on the basis of job-related qualifications. All qualified applicants will receive consideration without regard to a person's ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity or expression, age, record of offences, marital status, family status or disability or any other characteristic protected by applicable law.For U.S. hires: WGL/SEMCO/AltaGas offers a total rewards package that includes competitive pay, incentive bonus plans, holiday pay, 401K matching and a wide array of benefits. These benefits including medical, dental and vision coverage are designed to help you and your family stay healthy. We also have paid time off (PTO) to balance the demands of your work and personal life. Available benefits vary depending upon the specifics of the role.U.S. affiliates of AltaGas are committed to equal employment opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, ethnicity, religion, gender, age, national origin, marital status, sexual orientation, gender identity, family responsibilities, matriculation, physical or mental disabilities, political affiliation, genetic information, status as a protected veteran or any other characteristic protected by federal, state, or local law.SummaryLocation: Vienna, VAType: Full time