WGL to Establish Washington Gas Customer Service Centers in Virginia
November 16 2015 - 8:30AM
Business Wire
Washington Gas, a WGL Holdings (NYSE:WGL) company, today
announced that it will establish its customer service, credit and
collections and billing operations in Virginia through a new
five-year agreement with Faneuil, a call center services company
specializing in customer care for the utility and other industries.
Through this agreement, more than 200 new jobs will be established
in Virginia as Washington Gas transitions from offshore customer
service operations to two fully redundant call centers in Hampton
and Martinsville by the end of next year.
“Faneuil has a well-established track record of success in the
utility sector, applying advanced technology in intelligent call
routing combined with skilled personnel well trained in first-call
resolution,” said Adrian Chapman, President and Chief Operating
Officer of Washington Gas and WGL Holdings. “Our mission is to
provide energy answers to our customers – quickly and simply – and
I am confident we have selected a partner that will help us achieve
new highs in customer satisfaction.”
Washington Gas will begin the transition of its call center
operations to Faneuil this year and expects to complete the
customer service and credit and collections transition by the end
of July 2016. The billing operations transition is expected to be
completed by the end of calendar year 2016.
"We welcome WGL's decision to bring more than 200 Washington Gas
jobs to Virginia, another tangible sign of the progress we are
making to foster business growth in the Commonwealth," said
Virginia Governor Terry McAuliffe. "While this agreement supports
our efforts to build a new Virginia economy, we are also encouraged
by the customer experience benefits it promises for Washington Gas
customers in Virginia and throughout its service territory."
Both call centers will provide high quality, best-in-class
customer service capabilities with extensive utility experience
when handling direct customer interactions. Faneuil’s client-first
approach aligns well with Washington Gas.
“We are honored to have been selected by Washington Gas to
provide customer care and supporting services for its more than one
million customers in Virginia, Maryland and the District of
Columbia,” said Faneuil President and Chief Executive Officer Anna
Van Buren. “As our companies establish and build this new
partnership, Faneuil’s ongoing objective will be to focus intently
on the needs of Washington Gas customers in delivering consistently
exceptional service that reinforces the distinctive brand of
Washington Gas,” she added. “We are also proud to be able to join
Washington Gas in creating more than 200 jobs in our home state of
Virginia.”
About Washington Gas
Washington Gas Light Company is a regulated natural gas utility
providing safe, reliable natural gas service to more than 1.1
million customers in the District of Columbia, Maryland and
Virginia. A subsidiary of WGL Holdings, Inc., the company has been
providing energy to residential, commercial and industrial
customers for more than 166 years.
About WGL
WGL (NYSE: WGL), headquartered in Washington, D.C., is a leading
source for clean, efficient and diverse energy solutions. With
activities and assets across the U.S., WGL consists of Washington
Gas, WGL Energy, WGL Midstream and Hampshire Gas. WGL provides
options for natural gas, electricity, green power and energy
services, including generation, storage, transportation,
distribution, supply and efficiency. Our calling as a company is to
make energy surprisingly easy for our employees, our community and
all our customers. Whether you are a homeowner or renter, small
business or multinational corporation, state and local or federal
agency, WGL is here to provide Energy Answers. Ask Us. For more
information, visit us at www.wgl.com.
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WGL Holdings, Inc.News Media:Jim Monroe,
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