Reference #: 18346Duquesne 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!Position Summary:As a Customer Experience and Technology Associate II specializing in social media and escalated complaints, you will play a pivotal role in ensuring customer satisfaction and maintaining and building a positive brand image for Duquesne Light Company. You will be responsible for monitoring, analyzing and responding to customer issues that come through on social media platforms, managing chatbot intents and conversations, and handling escalated complaints from other customer service channels. Your excellent communication skills, empathy, and problem-solving abilities will contribute to resolving escalated customer concerns, identifying and influencing process improvements to prevent future problems from occurring and providing a superior customer experience.

　　Join our team as a Customer Experience and Technology Associate II specializing in social media, chatbots and escalated complaints, and contribute to building positive customer relationships and delivering outstanding service experiences.

　　Location: Hybrid, downtown Pittsburgh, Pennsylvania

　　Responsibilities:Social Media Management:Monitor and analyze various social media platforms and respond to customer inquiries, complaints, and feedback.On occasion, such as during storms, publish content for customers to social media platforms under the direction of the External Communications team or the public information officer.Respond promptly to escalated customer issues, performing research, identifying causes, providing accurate and helpful information, referring account updates to Contact CenterPartner with relevant teams to address and resolve complex customer problems, working closely with Operations, Vegetation Management, Customer Experience, Credit & Collections and Information Technology, as neededEngage with customers in a professional and empathetic manner, primarily through the specific social media direct message feature, striving to resolve their concerns effectively.Chatbot Management:Oversee chatbot intents and conversations, ensuring accuracy and relevance of responses.Conduct market research for other chatbot or AI technology to assist in planning the future roadmap for digital customer service assistance.Continuously improve chatbot performance by identifying areas for enhancement and updating its knowledge base.Monitor chatbot conversations to identify any issues or errors, addressing them promptly.Collaborate with the technical team to optimize the chatbot's functionality and user experience.Assist in development of chatbot content, providing recommendations for updates, improvements as needed.Escalated Complaint Handling:Receive and manage escalated complaints from other customer service channels, such as phone calls, emails or surveys, as well as requests for assistance from senior management, Operations, Legal, Government Affairs and Regulatory departments.Triage incoming customer requests to identify, prioritize and address emergent issues.Investigate complaints thoroughly, understanding the root causes and identify possible solutions.Collaborate with internal teams to resolve escalated issues in a timely and satisfactory manner.Keep detailed records of complaint cases, documenting actions taken and outcomes for analysis and reporting.Customer Outreach and Relationship Building:Build relationships with customers, sharing direct contact information and serving as DLC primary contact point for ongoing customer issues.Proactively identify opportunities to enhance the customer experience and provide feedback to relevant teams. Foster positive relationships with customers, promoting a customer-centric approach.Attend in person customer meetings and customer town hall events as needed.Act as a brand ambassador by delivering exceptional customer service and portraying a professional image.Foster positive relationships with customer, promoting customer-centric approach.Seek customer feedback to gather insights and suggestions for improvement.Collaboration and Reporting:Collaborate with cross-functional teams, including customer service, corporate communications, and operations, to resolve customer issues and improve processes.Compile and analyze data related to customer inquiries, complaints, and feedback, generating regular reports.Identify trends and patterns in customer interactions, providing recommendations to enhance customer satisfaction.

　　Education and Experience Requirements:Bachelor's or Associates degree in business, communications, marketing or other relevant field preferred.Two (2) or more years' experience in customer service, social media management, or complaint handling preferred.

　　Knowledge, Skills, and Abilities Utilized in this Position Include:Familiarity with social media platforms, chatbot technologies, Microsoft Outlook, Microsoft Teams, and SharePoint preferred.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.Strong problem-solving and critical-thinking abilities to analyze customer concerns and provide effective solutions.Ability to remain calm and composed in high-pressure situations while delivering exceptional customer service.Detail-oriented with excellent organizational skills to handle multiple tasks and prioritize effectively.Empathetic and patient approach towards understanding and resolving customer issues.

　　ScopePrimary focus is on daily deliverables, outputs and reporting. Typically accountable for managing one's own time and work flow. Responsible for using prescribed guidelines to analyze situations and solve problems. Work is typically of moderate complexity requiring the incumbent to draw on previous knowledge to perform role. Continues to build knowledge base and develop capabilities by partnering with more experienced staff as needed.

　　Decision ImpactProblems and issues faced are vague but may be recognizable based on past experience. Accountable for some direct level of reasoning and decision making in straightforward situations based on precedents.

　　Hybrid WorkPosition follows our hybrid work model, with a minimum of two days working in the office and the remaining days working remotely. Reporting location and frequency may be subject to change based on job role and department needs.

　　Storm RolesAll 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.