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!Position Overview:The Strategic Customer Coordinator, serves as a liaison to external and internal customers coordinating daily operations of business and company needs, specifically focused on DLC and customer requested planned outage work. The coordinator provides regular and thorough updates on work performed, potential risks, identifies issues as they arise, and is responsible for excellent customer service while providing sound operational and outage management. The coordinator communicates proactively to the team providing regular and thorough updates on customer outage management and looks for areas of process improvement and provides recommendations to the team. This position interacts with DLC supervisors and above, as well as strategic customers, daily to coordinate and share timely and concise information. This position is instrumental in cross-departmental coordination for planned outage work that impact business customers.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, when necessary and help drive a positive experience for our business customers.Location: Hybrid (see below), downtown Pittsburgh, PAJob Responsibilities:
Serve as main company liaison for C&I customer requested outages to internal partners and provides outbound communications and coordination to drive positive customer experiences.
Manage and coordinate multiple stakeholders for planned outages that require facility access and switching needs with business customers including trouble shooting supervisors, metering and substations
Represent DLC to business customers, including executives and facility managers for strategic customers, and professionally communicate through phone and email to set planned outage process and expectations.
Attend re-occurring work planning meetings to support planned outage requests and advocate for customer needs and manage resources availability.
Leverage internal relationships and networking to improve the process and customer experience around planned outage work management.
Key partner to Scheduling, Customer Experience, and Operations to coordinate schedules, outbound calls and notifications, reporting functions and database maintenance.
Advise and work with Strategic Customer Executives in all things related to planned outage work as it impacts their customers and provide support for customer service complaints.
Utilize multiple software systems to identify operational impacts and compose scheduling documentation to submit customer details to operational platform.
Manage intake and facilitate information flow, track progress and invoicing for pulse meter install requests for business customers
Support Asset Management in customer outreach and communication around substandard conditions for customer-owned vaults and substations
Participate in customer experience initiatives and process improvements as needed.
Education/ Experience:
Bachelor of Science degree preferably in Business Administration, Engineering, Mathematics or other applicable discipline required
One (1+) or more years of relevant professional experience is preferred; relevant skills required
Skills
Excellent verbal and written communication skills
Experience and/or knowledge in the utility industry (such as electric or gas), and customer problem solving skills are required
Experience and/or knowledge in the engineering and construction of utility transmission and distribution preferred
Experience working in a collaborative and cross-functional corporate culture required
High level of interpersonal skills to handle sensitive situations with poise and tact
Highly motivated with the ability to prioritize numerous projects to meet critical deadlines
Why you'll love working here: We live by our values!
We are safe above all else. We must keep ourselves, each other, our customers and communities safe.
We are guided by our commitment to integrity and never compromising on ethics.
We are dependable , collaborative and steady; we are a trusted partner to all.
We believe in equity and equal access to work, resources and opportunities are critical elements of a clean energy future for all.
We are ingrained in our community ; we work where we live and are committed to serving our vibrant, diverse communities.
Scope :Responsibilities are generally tactical and basic in nature; however work may vary in type and complexity requiring the incumbent to be flexible to adjust to the given situation. Primary focus is on daily deliverables and outputs, while at the same time developing a knowledge of the broader context in which the work is being performed.Decision Impact :Independent discretion or decision-making capability is mostly limited. There is normally a general framework of established boundaries to help employees perform their roles and make decisions. Situation that require deviation from this general framework are typically not made alone. The employee may recommend a solution however the recommendations are frequently presented to their manager or more senior level professionals for review and approval prior to the decision being made.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 EMPLOYERDuquesne 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.
