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Duquesne Light Company 2022 Summer Internship - Contact Center in Pittsburgh, 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!

Overall Purpose:

Supports the Contact Center and the Major Accounts teams in the creation and maintence of a customer information database, documentation of performance results for use in executive presentations, and the preparation of training materials.

Job Responsibilities:

  • Communicates and collaborate with management team and other DLC employees to gain information to create training and performance results

  • Supports management team by creating presentations of performance results.

  • Assists with preparing materials, resources, and LMS programs for training and development.

  • Organizes and tracks performance results.

  • Attends internal meetings and assist with presentations.

Education/Experience:

Applicants should be interested in pursuing a career in corporate general business, business management, training or process improvement. Candidates must have completed their sophomore year of studies.

Skills/Abilities:

Experience managing programs and/or projects. Excellent written and verbal communication skills as well as organization and time management skills. Proficiency with Microsoft Office products. Ability to prioritize and work independently as well as in a team-oriented environment. Must have a customer focus and strive for Excellent Customer Service.

Physical Requirements:

Overall Purpose:

Supports the Billing and Credit teams in conducting analysis of customer billing and payment patterns, exceptions, etc. Presents results to business leaders in a clear and concise format, effectively converting data into valuable insights. Assists the Universal Services (energy assistance) team in monitoring the effectiveness of various efforts to align energy assistance resources with customers who are in need.

Job Responsibilities:

  • Extracts and analyzes data relating to billing, credit, payment, and energy assistance functions.

  • Develops reports and executive summaries highlighting critical findings.

  • Assists with the development of various tests/pilots to improve program performance.

  • Presents learnings to business leaders.

  • Collaborates with both internal and external resources who currently support customer data analysis and program execution.

  • Documents processes for maintaining reports that will be updated on a regular basis.

Education/Experience:

Applicants should be interested in pursuing a career in business, data analysis, and/or social work. Candidates must have completed their sophomore year of studies.

Skills/Abilities:

Experience in working with large data sets to create summary reports and analysis; Ability to present complex concepts in simple, easily understood terms. Successful track record in managing programs and/or projects. Excellent written and verbal communication skills. Strong organization and time management skills. Proficiency with Microsoft Office products, particularly Excel and PowerPoint; experience in Power BI is a plus. Ability to prioritize and work independently as well as in a team-oriented environment. Must have a passion for finding new insights embedded in complex data sets.

Office Environment:

Work will be conducted in a hybrid environment with some time working remotely, and some time required to be in-office/on-site. Candidates must be within close proximity to Pittsburgh.

Other:

Applicants must be able to successfully complete a pre-employment background check, drug screen, and social media screen.

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 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.

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