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Duquesne Light Company Supervisor, Major Accounts - Hybrid 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!

Job Responsibilities:

  • Lead a team of Major Account Managers responsible for excellent customer service

  • Create monthly reports that track and measure goal achievement

  • Complete performance evaluations and manage overall team development

  • Handle first level escalations, create proactive solutions to resolve customer issues and avoid formal complaints or claims where possible

  • Attend both internal and customer-facing meetings to support Major Account Managers and report progress of customer projects to Senior Manager, Business Customer Contact

  • Understand service installation rules, tariff, regulation and cost implications of new business in order to make recommendations for customer commitments

  • Represent the voice of the customer while meeting with internal partners to create positive and consistent outcomes

  • Recognize barrios and make recommendations to Senior Management to alleviate concerns

  • Conduct safety and job functional training

  • Create and manage storm duty schedule and act as the storm lead during storm events

  • Approve small item / credit card purchases

  • Provide leadership, direction, and assistance as required on the following Major Account Manager duties:

  • 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

  • Support resolution of all new and ongoing electrical service related issues. Promote marketing programs to appropriate customers

  • Ensure that all Company policies and PA PUC rules and regulations pertaining to these customer segments are followed and in compliance as well as providing research and documentation to support resolution strategies acceptable to the PA PUC.

  • 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

  • Lead, 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

  • Lead corrective actions required by planning, engineering and construction departments to resolve electric service reliability issues.

  • Lead 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 and lead scheduled outage information between the customer and DLC operations personnel

  • Provide assistance to upper management for special projects and high profile customer inquiry responses

  • Participate in the development of revenue growth and economic development opportunities, load retention, and energy management services.

Education/Experience

Education/Experience Required:

Roles at this level require 7+ years industry specific experience, a university / college degree, and supervisory / leadership experience

Must have a valid PA driver’s license.

Education/Experience Preferred:

MBA or Technical Advanced degree

Skills:

  • Strong supervisory, leadership skills

  • Understanding of and ability to apply methods and techniques to handle difficult customer problems and situations

  • Demonstrated verbal and written communication skills in one-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 marketing programs, billing practices, metering equipment, meter reading procedures, distribution system and equipment

  • Strong computer skills with proficiency in Microsoft Office and Company systems

Physical Requirements:

  • Incumbent must frequently drive to customer locations for meetings

  • May be required to drive in inclement weather to support emergency service restoration obligations

  • Will be required to conduct site surveys at customer facilities to inspect/view electrical equipment and business practices

  • Desk and computer work is required

  • Evening and weekend work occasionally required

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.

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