WGL - Lead Customer Advocacy

Position Summary

The Lead, Customer Advocacy position is responsible for overseeing managing and resolving customers' escalations via an Ombudsman Team while demonstrating high level of service and knowledge.

In addition, this position is responsible for cataloguing and understanding customer friction points that create escalations, so that the root cause can be resolved. This Lead will also be responsible for designing and managing programs which will serve customers who have been inconvenienced or in a need of high-level assistance with the goal to transform those customers from detractors to loyal advocates.

Tasks and Responsibilities

• Coordinates the resolution of customer complaints that come to WGL across all channels (Executive inboxes, Internal and External escalations, Public Affairs, social media, etc.)

• Identify training gaps and areas for improvement from escalations.

• Oversees the daily work activities of Customer Experience teams.

• Responsible for determining work assignments, schedules and priorities for their employees in addition to employee development.

• Follows issues through to resolution and closes the issue with appropriate stakeholders.

• Communicates prompt and professional solutions directly to customers via phone and email.

• Maintains issue tracking log. Develops and operates the systems to manage the flow of casework.

• Conducts root cause analyses of customer issues and works to resolve those issues working with other departments as necessary. Applies customer experience tools such as 'journey mapping' and customer interviews to inform solutions.

• Manages the 'Senior Support Program,' which offers proactive outreach to seniors who may be in need of assistance.

• Analyzes simple data sets to identify customer support trends, new issues and opportunities for systemic change for the organization.

• Completes business cases for recommended process improvement solutions.

• Effectively summarizes findings and recommends course of action to colleagues and supervisors.

• Supports technology and process improvements to ensure delivery of a customer experience consistent with the company's overall vision.

• Maintains broad knowledge about company's products and services.

• This role will require 5 to 10% of travel and occasional international travel.

• Completes other duties and special projects as assigned.

Qualifications, Skills and Abilities

• Bachelor's degree in related field or equivalent work experience preferred.

• Minimum of 7 years of operations experience in a Customer Service environment is required.

• Minimum 3 years of experience as an analyst or contact center related role is required.

• Advanced knowledge of SAP is required.

• Ability to use computer software and applications, including intermediate to advanced Microsoft office to share, retrieve, research and present business information.

• Demonstrated organizational skills with ability to handle daily deadlines and multiple tasks.

• Ability to adapt and deal with changes in priority.

• Ability to work independently and exercise discretion when making business decisions.

• Ability to determine how to problem solve and reconcile information with understanding of impacts and dependencies.

• Strong ability to communicate (listen, negotiate, convince) effectively, including the ability to persuade and diffuse tense situations.

• Excellent verbal and written communication skills.

• Ability to collaborate across departments and build and foster strong working relationships with internal and external customers.

• Working experience with and/or training in Six Sigma or other operational excellence methodology is preferred.

• Broad knowledge of business processes and functionality.

We offer a competitive salary range of $102,000 to $148,500 per year, commensurate with experience, education, and skills. In addition, we 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

Why work at AltaGas?

AltaGasis a North American energy infrastructure company with a focus on owning and operating assets that provide clean and affordable energy to our customers. AltaGas assets include Washington Gas/WGL, SEMCO, and Petrogas. Our talented team, nearly3,000strong, leverages the strength of our assets and expertise along the energy value chain to connect customers with premier energy solutions - from the well sites of upstream producers to the doorsteps of homes and businesses to new markets around the world.

We deliver clean and affordable natural gas to approximately1.7 million customers' homes and businesses through regulated natural gas distribution utilities acrossfour jurisdictions in the United States and two regulated natural gas storage utilities in the United States. Learn more about our team, vision, and strategy.

To learn more about our mission: https://youtu.be/k1mrKDdsYW8?si=y1k3NOyHxgf4emdL

For 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.