Customer Retention & Experience Lead - Ops & Escalations

WGL Energy is seeking a Customer Experience & Retention Lead to drive retention and operational performance across residential and commercial customers. You will partner with call center leaders, address complex issues, and use data to uncover trends and root causes while improving processes and documentation.
The role emphasizes collaboration with Marketing, Billing, Compliance, and external vendors to ensure customer satisfaction and business outcomes, with a strong data-informed approach and

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