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Duquesne Light Company 2022 Summer Internship - Customer Experience 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 Customer Experience (CX) team in providing a seamless experience across all channels and at all stages of the customer journey through project/program support, analysis of customer data, and implementing solutions to make it easy to do business with DLC.

Job Responsibilities:

  • Evaluates, analyzes and reports on customer satisfaction research data

  • Supports and implements customer communications across a variety of channels, including email, voice and SMS

  • Coordinates journey mapping workshops to document enhancements needed to improve the customer experience

  • Assists with the executive complaint and experience recovery process through data entry and resolving escalated complaints

  • Supports the ongoing implementation of customer programs

  • Organizes and tracks performance results and develops presentations for internal meetings

Education/Experience:

Applicants should be pursuing a career in business administration, marketing or other related field. Candidates must have completed their sophomore year of studies.

Skills/Abilities:

Experience managing multiple 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.

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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