Strategic Customer Specialist I

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 Specialist I

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 Customers team focuses on our largest commercial and industrial (C&I) customers and their complex business needs.

The Strategic Customer Specialist is the key point of contact for our largest customers with a keen focus on the day-to-day relationship management. The Specialist will oversee the DLC relationship with the customer and assist the customer in accomplishing their long-term strategic needs. The Specialist will serve as the liaison between the customer and an assigned DLC executive and represent the DLC brand in the community.

Location: Hybrid, Downtown Pittsburgh, PA

Responsibilities:

• Serve as the company's liaison for large commercial and industrial customers and provide thought leadership to internal stakeholders to transform customer experience and grow DLC's impact and relationships within the business community.
• Proactive account management: maintain knowledge of DLC processes, retail tariff, project management and construction practices to educate and support customer.
• Lead executive sponsorship program for key customers and DLC VPs to leverage the visibility and impact of DLC a s a trusted energy partner.
• Manage oversight of company policies and PA PUC rules and regulations pertaining to large customers to assure they are followed and in compliance.
• Communicate with customer hired experts such as ESG and engineering consultants, business planning entities, and others to coordinate service needs and ensure timely response from DLC.
• Develop, refine and implement processes to collaborate with internal DLC stakeholders and to communicate customer information to DLC executives.
• Investigate and resolve customer billing issues, outages, service complaints and project concerns.
• Drive customer experience initiatives and lead special projects as needed.
• Contribute proactively to the team and provide regular and thorough updates on customer strategic goals, applicable DLC products and services.
• Look for areas of process improvement and provide recommendations to the team.

Education/ Experience:

• Bachelor's degree in a related discipline required, or an equivalent combination of education and experience
• 7+ years of relevant experience in an operations or production environment
• Experience in utility industry, such as electric or gas

Skills and Abilities Utilized in this Role Include:

• Demonstrated customer problem solving skills
• Demonstrated high level interpersonal skills to handle sensitive situations with poise and tact
• Excellent Customer Service skills, providing sound operational and financial advice
• Experience and/or knowledge of positions such as: Account Management, Communications, Public Affairs, and Customer Service/Experience
• Experience in the engineering and construction of utility transmission and distribution
• Experience and desire to work in a collaborative and cross-functional corporate culture
• Must be proficient in Microsoft Office applications
• Excellent oral and written communication and presentation skills will the ability to collaborate
• Project and time management skills with the ability to effectively manage competing priorities
• Analytical and problem-solving skills
• Highly organized, detail oriented, and adaptable

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 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 and leads projects and/or large project steps. Work is complex in nature requiring the incumbent to draw on previous knowledge to perform role. Acts independently the majority of the time, requiring guidance in only complex situations. Has well established capabilities, acts as a resource to less experienced staff on moderately complex issues.

Supervisory: May coordinate the workflow of a given team. May support the review of work and training of other employees.

Decision Impact: Problems and issues faced are vague and require analysis of multiple sources of information for solution. Draws on significant past experience to perform role. 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.

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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.