Strategic Customer Associate III

About the role

Duquesne Light Company (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 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 activities, which can include coordination to execute field access, coordination to complete work, and act as a back-up to external outage coordination.
• 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
• 3+ 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

• 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.