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WGL strives to deliver exceptional experiences to our customers at each touchpoint, with the goal of driving an effortless customer experience.  The Manager, Customer Experience role will play a critical part in executing this goal. This position will challenge the individual to deliver real impact within the business utilizing strategic credibility, relationship building and exceptional communication and influencing skills in a regulated utility environment.  This role is directly responsible for the following critical functions; the management of the executive and regulatory complaint/inquiry process, the social media program, and our four customer walk-in office locations.  The CX Manager will be on the front lines of a crucial feedback loop to ensure WGL customers are heard and their issues resolved.

As a member of the CX Leadership team, the manager will have a unique opportunity to craft and execute CX strategy pushing WGL to best in class status in a multi regional environment. They will also participate as a critical stakeholder, in multiple customer experience projects and organizational initiatives.

Tasks and Responsibilities  

   

• Motivate customer experience personnel, provide coaching and development, promote diversity and foster teamwork and collaboration.
• Manage department budgets, goals and performance reporting.
• Support technology and process improvements to ensure delivery of a customer experience consistent with the company’s overall vision.
• Manage and support the executive and regulatory complaints and inquiries process, including identifying trends and transforming findings into process improvement.
• Lead or participate as a key stakeholder in customer focused initiatives; driving an enhanced customer experience, continuous process improvement and operational efficiency. 
• Manage and support the day to day operations of our four Customer Walk-In Offices
• Manage and support our social media customer channel
• Guide your team in effective customer issue resolutions up to and including escalations
• Work closely with existing CX Manager & Billing Managers and Supervisors to identify and resolve internal and external customer problems quickly and within established guidelines
• Advocate for and influence process improvements needed with other functional areas to improve the Customer Experience

Qualifications, Skills and Abilities:

   

• Bachelor’s degree in Business Administration, Organizational Development or another related field is required
• Minimum of 7 years of customer focused experience, in a corporate environment, is required
• At least 2 years of management experience, customer focused management experience is preferred
• Demonstrated working knowledge of social media options that interrelate to inbound call activity and customer record self management options
• Working knowledge of SAP and Salesforce
• Advanced proficiency in Microsoft Office applications, including Word, Excel and PowerPoint, to share, retrieve, research and present business information
• Demonstrated ability to establish rapport and build effective working relationships with internal and external business partners, key stakeholders and all at levels of the organization
• Independently manage multiple priorities, customer meetings, follow-up, and internal/external support while maintaining a high-level of service in a customer friendly manner
• Demonstrated ability to successfully manage projects and effectively communicate results.
• Demonstrated ability to present ideas logically and concisely, both verbally and in writing, to diverse audiences at all internal and external levels
• Excellent written verbal and listening skills are a must
• Demonstrated analytical skills
• Demonstrated ability to be disciplined with continued customer engagement to continually drive high value engagement, adoption and overall value for the customer. This includes establishing a regular cadence (e.g., bi- weekly meetings, regular business reviews) with key customer personnel
• Ability to collaborate effectively or lead cross-functional teams

• Demonstrated ability to learn and use complex analytic software

• Demonstrated ability to present ideas logically and concisely, both verbally and in writing, to diverse audiences at all internal and external levels. Demonstrated ability to work successfully in a matrix organizational structure

• Hands-on experience with systems design, conversions and data validation preferred.      

• Utility industry experience preferred

To be considered, please apply at wgl.com/careers.

WGL is an EO employer – M/F/Vets/Disabled