Manager, Customer Contact/Service Excellence

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!

The Manager, Customer Contact & Service Excellence, will be accountable for the day-to-day management of operational execution, developing and exercising business plans, policies, and procedures. This role contributes to proactive planning exercises of the management team as requested; trains and develops staff and plans the workflow. The Manager looks for areas of process improvement and directs available resources to accomplish this. Additionally, the Manager leads changes and implementations for direct team as pushed down through the organization.

Location: Hybrid, Downtown Pittsburgh, PA

Responsibilities:

• Relationship Building and People Development
  
  
  
  • Manage a group of Frontline Leaders (3 to 5) responsible for supervising, coaching and developing a team of Customer Service Representatives.
  • Integrate industry best practices to create an engagement plan for employees and build relationships with direct team and center employees in both the remote and in office environments.
  • Guides Union leaders to partner to create an engaged and productive workforce and use persuasive skills to resolve union grievances.
  
  
  
  

• Driving Results
  
  
  
  • Benchmark with others both within the utility space and in other industries to integrate best in class center metrics and achievement of goals.
  • Develop improvement plans and implement solutions to improve results and overall customer service.
  • Manage budget and track expenses.
  • Evaluate employee performance to key objectives.
  
  
  
  

• Improve Customer Experience through Process Improvement
  
  
  
  • Influence and persuade other departments including Regulatory, CX and IT to create and improve and automate customer applications.
  • Lead the team demonstrating Operational Excellence by creating efficiencies in existing processes.
  • Create and present reports and documents for leadership team.
  • Resolve customer escalations.
  • Guides Credit and Collections Manager and the Collection team to define and coordinate the Collection activities and drive results.
  • Monitor center performance through call observations.
  
  
  
  

Across all these areas, this role is responsible for continuous improvement, operational excellence, operational cost/value, and automation.

Education/ Experience:

• Bachelor's degree in related discipline required, or additional experience in lieu of degree.
• Seven (7) or more years' relevant experience; prior management experience highly preferred.

Skills and Abilities Utilized in this Role Include:

• Knowledge of Call Center metrics and IVR function
• Experience with union employees and familiarity with Collective Bargaining Agreement
• Excellent written and oral communication skills
• Ability to effectively manage people and programs
• Experience managing and leading people is required

• Familiarity with Pennsylvania Public Utility Commission regulations

• Must be proficient in Microsoft Office applications
• Excellent oral and written communication and presentation skills
• Ability to explain complex, difficult, and/or sensitive information
• Ability to present in a professional manner and communicate clearly with credibility and confidence
• Project and time management skills with the ability to effectively manage competing priorities
• Highly organized, detail oriented, self-directed, and adaptable

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.

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.