Strategic Customer Associate IV

Duquesne Light Company, headquartered in downtown Pittsburgh, is a leader in providing electric energy and has been in the forefront of the electric energy market, with a history rooted in technological innovation and superior customer service. Today, the company continues its role as a leader in the transmission and distribution of electric energy, providing a secure supply of reliable power to more than half a million customers in southwestern Pennsylvania.

Duquesne Light Company is committed to creating a culture of inclusion. We value and respect the unique differences and experiences of our employees. We believe that our differences lead to better collaboration, innovation and outcomes. We want you to join our team!

Job Title: Strategic Customer Executive (Associate IV)

Location: Hybrid, Downtown Pittsburgh, PA

Position Overview:

Duquesne Light Co. (DLC) has been providing safe and reliable electricity to customers in Allegheny and Beaver counties for more than 100 years. As part of our commitment to our community and to our customers, our Strategic Customer Services team focuses on our largest commercial and industrial (C&I) customers and their complex business needs. The Strategic Customer Executive (SCE) is responsible for owning the customer relationship and serves as a liaison to internal stakeholders coordinating daily operations of business and company needs. SCEs are assigned a portfolio of strategic C&I customers across the DLC service territory. The SCE ensures a seamless customer experience while maintaining compliance with utility policies and procedures.This position requires keen customer centricity focus and is often the advocate for the customer to DLC operational partners. They are empowered to raise concerns, such as safety, and help drive a positive experience for our business customers.

Responsibilities:

• Serve as the company's liaison for large C&I customers and provide perspective of business customer needs to internal stakeholders to transform customer experience and grow DLC's impact and relationships within the business community.
• Exercise extensive judgment in troubleshooting and developing solutions to a variety of complex problems and technical issues involving customer's electric infrastructure and needs.
• Proactive account management: maintain knowledge of DLC processes, retail tariff, project management and construction practices to educate and support customer.
• Investigate and resolve customer billing issues, outages, service complaints and project concerns.
• Manage oversight of company policies and PA PUC rules and regulations pertaining to large customers to assure they are followed and in compliance.
• Spearhead external communications around customer-owned substations and vaults where substandard conditions are identified to ensure documented notification and awareness of safety issues.
• Lead commercial and industrial customer notifications for DLC planned outage work, which can include external coordination to execute field access and coordination to complete work. Planned outage management duties may be further defined as business process changes.
• Ability to travel to customer's sites based on customer and business needs.
• Ensure all customer interactions are documented and comply with utility regulations and standards - including management of CRM system to support the Business Services department and customers.

Education/ Experience:

• Bachelor's degree in a related discipline or equivalent work experience required
• 5+ years of relevant industry experience is required; relevant certifications are a plus
• Knowledge of electric utility operations and programs is an advantage
• Familiarity with business account management and utility billing systems is a plus

Skills and Abilities Utilized in this Role Include:

• Exceptional customer service and interpersonal skills
• Ability to effectively engage in high-level, self-directed time management and prioritization of workload
• Proven work experience demonstrating ability to work independently with complete ownership of customer accounts
• Excellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problems
• Highly organized, detail oriented, and adaptable
• Excellent oral and written communication skills with the ability to collaborate
• Team-oriented mindset with a proactive approach to problem-solving
• Must be proficient in Microsoft Office applications
• The position will be based in Pittsburgh, PA and requires regular travel throughout our service territory including company locations, off-site customer assignments, and events. Applicants must possess a valid driver's license with a safe and satisfactory driver history.
• Position requires on call availability 24/7 for assigned and critical customer support and storm restoration.

Must possess a positive attitude and strong values that fit with the Company's core values:

• Energized to shape the future;
• Bold in thinking and exploration of new possibilities;
• Collaborative in approaching all challenges;
• Responsible in commitment to safety, management of assets and finances and interaction with colleagues, business clients and other stakeholders;
• Selfless in serving the community, both on the job and through volunteerism.

Scope: Primary focus is on daily deliverables, outputs and reporting. Accountable for managing one's own time and workflow but may be leading projects or project steps. Work is typically complex in nature requiring the incumbent to draw on previous knowledge to perform role. Continues to build knowledge base but has a solid foundation to act independently the majority of the time. Still draws on experts and managers when needed but less frequently. Acts as a resource to less experienced staff on routine issues.

Supervisory: Does not supervise others but may direct work through project leadership.

Decision Impact: Problems and issues faced are complex. Draws on past experience on a regular basis to solve problems and take new perspectives on existing solutions. Accountable for direct level of reasoning and decision making.

Hybrid Work: Position follows our hybrid work model, with a minimum of two days working in the office and the remaining days working remotely. Reporting location and frequency may be subject to change based on job role and department needs.

Storm Roles: All Non-Union Employees will serve in storm roles as appropriate to their role and skillset. Please be sure to discuss storm roles with the hiring manager for this position, as duties can vary across the Company. Examples of storm roles could include but aren't limited to duties such as: working with operations for service center support or with the communications, customer service or government affairs teams to respond to public and customer requests for information, etc.

Data Governance:Utilize data to make business decisions as appropriate for the position, support data stewardship activities and partner with IT on underlying data needs.

Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

EQUAL OPPORTUNITY EMPLOYER

Duquesne Light Holdings is committed to providing equal employment opportunity to all people in all aspects of the employment relationship, without discrimination because of race, age, sex, color, religion, national origin, disability, sexual orientation and gender identity or status as a Vietnam era or special disabled veteran or any other unlawful basis, as defined by applicable law, and fostering a workplace free of unlawful discrimination and retaliation. This policy affects decisions including, but not limited to, hiring, compensation, benefits, terms and conditions of employment, opportunities for promotion, transfer, layoffs, return from a layoff, training and development, and other privileges of employment. An integral part of Duquesne Light Holdings' commitment is to comply with all applicable federal, state and local laws concerning equal employment and affirmative action.

Duquesne Light Holdings is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.

If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at HR@duqlight.com and describe the specific accommodation requested for a disability-related limitation.