Customer Relations Associate II

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!

As a Customer Relations Associate specializing in customer experience recovery and escalated complaints, you will play a pivotal role in ensuring customer satisfaction and maintaining a positive brand image for Duquesne Light Company. You will be responsible for monitoring and responding to customer issues that come through various surveys and handling escalated complaints from other customer service channels. Your excellent communication skills, empathy, and problem-solving abilities will contribute to resolving customer concerns, identifying process improvements to prevent future problems from occurring and providing superior customer experience.

Location: Hybrid, Downtown Pittsburgh, PA

Responsibilities:

1. Complaint Handling:
   
   
   
   • Receive and manage escalated complaints from various customer service channels, such as surveys, phone calls, emails and other DLC team members.
   • Investigate complaints thoroughly, understanding the root causes and identifying possible solutions.
   • Collaborate with internal teams to resolve escalated issues in a timely and satisfactory manner.
   • Keep detailed records of complaint cases, documenting actions taken and outcomes.
   • Contact customers via phone and email to resolve issues.
   
   
   
   
2. Customer Relationship Building:
   
   
   
   • Foster positive relationships with customers, promoting a customer-centric approach.
   • Act as a brand ambassador by delivering exceptional customer service and portraying a professional image.
   • Proactively identify opportunities to enhance the customer experience and provide feedback to relevant teams.
   • Seek customer feedback to gather insights and suggestions for improvement.
   
   
   
   
3. Collaboration and Reporting:
   
   
   
   • Collaborate with cross-functional teams, including customer service, corporate communications, Legal and operations to resolve customer issues and improve processes.
   • Compile and analyze data related to customer inquiries, complaints, and feedback, generating regular reports.
   • Identify trends and patterns in customer interactions, providing recommendations to enhance customer satisfaction.
   
   
   
   
4. Customer Interactions
   
   
   
   • Meet face to face with customers at town hall and community events, providing empathy and assistance
   
   
   
   
5. Battery Program Management
   
   
   
   • Review planned outage schedule to identify potential candidates for battery loan
   • Coordinate battery loan approval and distribution with appropriate Operations team members
   • Manage customer T&Cs agreements and education of battery use
   
   
   
   
6. Social Media Backup:
   
   
   
   • Serving as backup during absence of the Customer Experience and Tech Associate, monitor various social media platforms for customer inquiries, complaints, and feedback.
   • Respond promptly to customer issues, providing accurate and helpful information.
   • Engage with customers in a professional and empathetic manner, primarily through the direct message feature, striving to resolve their concerns effectively.
   • Partner with relevant teams to address and resolve complex customer problems.
   
   
   
   

Education/ Experience:

• Bachelor's degree preferably in business, communications, marketing or other applicable discipline required
• 2+ years of relevant professional experience is required; prior experience in customer service or complaint handling preferred

Skills and Abilities Utilized in this Role Include:

• Excellent written and verbal communication skills with a professional and customer-focused tone.
• Strong problem-solving and critical-thinking abilities to analyze customer concerns and provide effective solutions.
• Familiarity with Microsoft suite including Outlook and Teams, and SharePoint preferred.
• Ability to remain calm and composed in high-pressure situations while delivering exceptional customer service.
• Detail-oriented with excellent organizational skills to handle multiple tasks and prioritize effectively.
• Empathetic and patient approach towards understanding and resolving customer issues.
• Comfort with face-to-face customer meetings and interactions
• Strong team player with the ability to collaborate across different departments and functions.

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. Typically accountable for managing one's own time and work flow. Responsible for using prescribed guidelines to analyze situations and solve problems. Work is typically of moderate complexity requiring the incumbent to draw on previous knowledge to perform role. Continues to build knowledge base and develop capabilities by partnering with more experienced staff as needed

Decision Impact: Problems and issues faced are vague but may be recognizable based on past experience. Accountable for some direct level of reasoning and decision making in straightforward situations based on precedents.

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.