Customer Service Rep - S3

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!

Department: Customer Contact

FLSA Status: Nonexempt

Starting rate: $4,446 monthly

Overall Purpose:

Under semi-direct supervision identifies and follows through to completion all types of customer requests and inquiries or matters involving active, inactive, or delinquent accounts. These contacts and/or replies may occur as telephone calls, in person, or by letter.

Job Responsibilities :

Accepts and approves applications or cancellations for electric service; explains Company policies, practices, and procedures relating to such application; determines deposit requirements.

Answers customer inquiries concerning all credit and collection matters, approves payment arrangements, determine liability, within limit of prescribed instruction.

Receives and immediately reports to the Distribution Operations Center any emergency condition or service-related requests.

Discusses accounts with customers and initiates billing or field investigations. Explains Company policies and procedures related to rates, meter reading, and other issues.

Discusses with and responds to customers involving disputes, complaints, and inquiries relating to the delivery of electric service.

Determines, initiates or completes the necessary administrative functions to assure proper handling of all customer-related activity such as applications, cancellations, billing, credit and collection, etc.

Gathers statistical information, prepares reports, and other related matters pertaining to the Customer Relations Department.

May be assigned as a Customer Service Representative to any section of the Customer Relations Department at the designated work locations.

Performs other duties related to the above as assigned or directed

Education / Experience Requirements:

High school graduate or equivalent and pass prescribed qualifying tests.

Two (2) or more years of experience in Customer Service related work having direct contact with customers.

Must pass the company administered standardized test (CSR)

Demonstrated exceptional poise, good judgment and tact, as indicated by the ability to handle all customer contacts in a pleasant, courteous, and professional manner.

Demonstrated familiarity with the territory served by the Company and its tariff.

Demonstrated familiarity with electric appliance usage, metering and wiring, rules and regulations.

Must be neat and accurate in work as indicated by the ability to compose a brief, simple and logical letter, compile statistical data and to prepare orders.

Must be willing to accept call out assignments as a Customer Service Representative, as required, in any section of Customer Relations Department.

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 [email protected] and describe the specific accommodation requested for a disability-related limitation.