Duquesne Light Company Major Account Representative in Aliquippa, Pennsylvania
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!
Provides account maintenance services for commercial, industrial and governmental accounts.
Provides prompt and thorough response to all customer inquiries regarding maintenance of accounts and electric service. Satisfactorily resolve all metering, billing and collection issues
Assist in resolution of all new and ongoing electrical service related issues. Promote marketin programs to appropriate customers
Assure that all Company policies and PA PUC rules and regulations pertaining to these customer segments are followed and in compliance
Support the billing and payment processes through reviews of estimated commercial billings
Order appropriate corrective action via rereads, meter inspections and meter changes
Perform follow-up corrected billings and establish payment plans as appropriate
Provide effective written and oral communication to customers to ensure satisfactory resolution
Organize and facilitate meetings between assigned customers and company engineering, and operations departments to discuss major projects and resolve issues
Maintain account database in support of corporate communications and critical operational notifications
Coordinate corrective actions required by planning, engineering and construction departments to resolve electric service reliability issues.
Assist PUC compliance personnel in resolution of formal and informal complaints
Provide research and documentation to support resolution strategies acceptable to the PA PUC
Communication resolutions, corrected bills and special billing arrangements to customers
Provide support as a Critical Customer Liaison during emergency service restoration activities at the DOC
Proactively contact identified critical customers to apprise them of outage status and estimated time to restoration, using information obtained from appropriate DOC personnel
Coordinate all scheduled outage information between the customer and DLC operations personnel
Provide assistance to upper management for special projects and high profile customer inquiry responses
Roles at this level require industry specific experience. Roles at this level typically require a university / college degree. With 3+ years of relevant experience. Certifications are often desired.
Bachelor degree in Engineering, Economics, Business, Finance or equivalent utility experience. Experience in customer service,
operations and constructionmethodology.
Must have a valid PA driver’s license.
Understanding of and ability to apply methods and techniques to handle difficult customer problems and situations.
Demonstrated verbal and written communication skills inone-on-one and diverse group settings
Strong interpersonal and negotiating skills
Thorough understanding of the Company tariffs, policies and installation rules for electric service
Knowledge of electrical end-users, power quality issues, customer service practices, Company Knowledge of electrical end-users, power quality issues, customer service practices, Company marketing programs, billing practices, metering equipment, meter reading procedures, distribution system and equipment
Strong computer skills with proficiency in Microsoft Office and Company systems
Primary focus is on daily deliverables, outputs and reporting. Accountable for managing ones own time and work flow. Responsibilities are generally tactical in nature and work is typically of moderate to 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 not frequently.
Problems and issues faced are vague. Draws on past experience on a regular basis. Accountable for direct level of reasoning and decision
Duquesne Light Company 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's commitment is to comply with all applicable federal, state and local laws concerning equal employment and affirmative action.