When customers reach out to BGE on social media, it’s often during moments that matter — a storm, a service interruption, or a question about their bill. Behind every message is a real person, and behind every response is a team focused on helping. That team includes the Social Media Customer Care group, led by Brittany Glenn, a Senior Supervisor in the BGE Care Center who has overseen the Web Team since January 2026.
Brittany began her career at BGE as a Senior Specialist, supporting customers by phone while also assisting the Web Team as a supplemental agent. She later moved into the Quality Department, where she deepened her understanding of processes and customer experience. In August 2024, she stepped into a Senior Supervisor role, and transitioning to lead the Web Team felt like a natural next chapter.
Today, Brittany leads a specialty team responsible for responding to customer questions across social media and email, while also supporting call volume when needed. Each day begins with monitoring staffing, inboxes, and emergency communications to ensure customers receive timely, accurate responses.
Supporting customers on social media requires more than speed. Because interactions happen in a public space, every response must balance empathy, clarity, and care. While the Web Team is fully skilled across all core Care Center areas, empathy is the skill they rely on most. Without tone of voice or body language, the words chosen in each response matter even more. The team focuses on acknowledging concerns, validating how customers feel, and guiding them toward resolution, while protecting privacy and moving sensitive conversations into secure channels.
Every customer message is a chance to turn concern into clarity and make a meaningful difference.
–Brittany Glenn
One moment that stands out for Brittany happened during a storm, when a customer posted online about a power outage. The team responded quickly, confirming the issue had been reported and reassuring the customer that crews were already working to restore service safely. The customer later followed up with a thank you message and shared a photo of crews working in the rain, a reminder of how much timely, compassionate communication matters.
Behind the scenes, the Web Team balances multiple responsibilities, including identifying and escalating system or web-channel issues. Through it all, they support one another as a close-knit group, helping each other through busy and challenging moments.
When asked to describe her job simply, Brittany chose two words: unwavering and fulfilling. The work requires consistency and commitment, but it also offers the reward of knowing that even small actions can make a real difference. For customers reaching out online, each response reflects BGE’s values and commitment to the community. And for the Social Media Customer Care team, every message is an opportunity to help — one interaction at a time.
