Customer Experience Assoc II

• Contact customers via phone and email to resolve issues.
• Compile and analyze data related to customer inquiries, complaints, and feedback, generating regular reports.
• Meet face to face with customers at town hall and community events, providing empathy and assistance
• Manage customer T&Cs agreements and education of battery use
• Keep detailed records of complaint cases, documenting actions taken and outcomes.
• Foster positive relationships with customers, promoting a customer-centric approach.
• Proactively identify opportunities to enhance the customer experience and provide feedback to relevant teams.
• Collaborate with internal teams to resolve escalated issues in a timely and satisfactory manner.
• Identify trends and patterns in customer interactions, providing recommendations to enhance customer satisfaction.
• Review planned outage schedule to identify potential candidates for battery loan
• Investigate complaints thoroughly, understanding the root causes and identifying possible solutions.
• Seek customer feedback to gather insights and suggestions for improvement.
• Serving as backup during absence of the Customer Experience and Tech Associate, monitor various social media platforms for customer inquiries, complaints, and feedback.
• Respond promptly to customer issues, providing accurate and helpful information.
• Act as a brand ambassador by delivering exceptional customer service and portraying a professional image.
• Receive and manage escalated complaints from various customer service channels, such as surveys, phone calls, emails and other DLC team members.
• Engage with customers in a professional and empathetic manner, primarily through the direct message feature, striving to resolve their concerns effectively.
• Coordinate battery loan approval and distribution with appropriate Operations team members
• Collaborate with cross-functional teams, including customer service, corporate communications, Legal and operations to resolve customer issues and improve processes.
• Partner with relevant teams to address and resolve complex customer problems.

As a Customer Relations Associate specializing in customer experience recovery and escalated complaints, you will play a pivotal role in ensuring customer satisfaction and maintaining a positive brand image for Duquesne Light Company. You will be responsible for monitoring and responding to customer issues that come through various surveys and handling escalated complaints from other customer service channels. Your excellent communication skills, empathy, and problem-solving abilities will contribute to resolving customer concerns, identifying process improvements to prevent future problems from occurring and providing superior customer experience.

• Comfort with face-to-face customer meetings and interactions
• Strong problem-solving and critical-thinking abilities to analyze customer concerns and provide effective solutions.
• Excellent written and verbal communication skills with a professional and customer-focused tone.
• Strong team player with the ability to collaborate across different departments and functions.
• Bachelor’s degree preferably in business, communications, marketing or other applicable discipline required
• Empathetic and patient approach towards understanding and resolving customer issues.
• Familiarity with Microsoft suite including Outlook and Teams, and SharePoint preferred.
• 2+ years of relevant professional experience is required; prior experience in customer service or complaint handling preferred
• Detail-oriented with excellent organizational skills to handle multiple tasks and prioritize effectively.
• Ability to remain calm and composed in high-pressure situations while delivering exceptional customer service.

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.

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