CS Process Improvement Specialist I (19320)

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 Title: CS Process Improvement Specialist I

Position Overview:

The Customer Service Process Improvement Specialist will play a key role in identifying analyzing and optimizing customer service processes to ensure an exceptional customer experience. This role will collaborate across teams to lead process mapping root cause analysis and continuous improvement initiatives in alignment with organizational goals.

Location: Hybrid Downtown Pittsburgh PA

Responsibilities

• Analyze endtoend customer service workflows across contact channels (phone web chat email).
• Identify pain points inefficiencies and bottlenecks using data stakeholder feedback and operational metrics.
• Lead process improvement initiatives using Lean Six Sigma or similar methodologies.
• Support the design implementation and continuous improvement of the Cloud IVR system to streamline customer journeys enhance selfservice and reduce call transfers.
• Partner with IT and Customer Contact teams to define IVR call flows call routing strategies and integration points with backend systems.
• Collaborate on requirements gathering and user acceptance testing (UAT) for IVR updates and enhancements.
• Design and implement optimized procedures standard operating practices and training support materials.
• Partner with IT and other business stakeholders to integrate broader technology and automation opportunities (e.g. CRM enhancements chatbots knowledge management).
• Track KPIs such as first contact resolution IVR containment rate average handle time CSAT/NPS and call transfer rates before and after process changes.
• Serve as a change agent facilitating crossfunctional collaboration and adoption of new processes.
• Document workflows and maintain uptodate process libraries.
• Own and facilitate the Mini Council ensuring effective crossfunctional collaboration and timely execution of process improvement initiatives.
• Maintain ongoing communication with Customer Service Representatives (CSRs) to keep them informed and engaged on process changes updates and continuous improvement efforts.
• Assumes additional responsibilities as required to ensure the success of the department.

Education/Qualifications:

• Bachelor of Science degree in Business Operations Management or other applicable discipline required.
• 7 years relevant industry experience required.
• Proven ability to lead projects and implement changes in a customer contact or utility environment.
• Experience with process improvement methodologies (Lean Six Sigma Green Belt or higher preferred).
• Strong analytical communication and stakeholder management skills.
• Proficiency in tools such as Microsoft Visio Excel Power BI and process modeling platforms (e.g. Lucidchart Miro).

Skills and Abilities Utilized in this Role Include:

• Handson experience working with IVR systems especially Cloud IVR platforms (e.g. Genesys Cloud NICE CXone AWS Connect Five9 etc.).
• Change management or project management certification (e.g. Prosci PMP) a plus.
• Utility industry knowledge or experience in regulated service environments.
• Familiarity with customer engagement tools (CRM IVR knowledge bases chat systems).
• Experience analyzing IVR performance metrics such as containment rate dropoffs or call routing accuracy.
• Must be proficient in Microsoft Office applications
• Familiarity with Pennsylvania Public Utility Commission regulations.
• Excellent oral and written communication and presentation skills
• Ability to explain complex difficult and/or sensitive information
• Ability to present in a professional manner and communicate clearly with credibility and confidence.
• Project and time management skills with the ability to effectively manage competing priorities.
• Advanced analytical and problemsolving skills
• Demonstrated advanced practical expertise in own area and applied knowledge of related areas
• Demonstrated strategic thought partner with strong ability to influence others.
• Demonstrated ability to engage crossfunctional stakeholders
• Excellent analytical skills to identify industry trends that impact the strategy
• Highly organized detail oriented selfdirected and adaptable

Must possess a positive attitude and strong values that fit with the Companys core values:

• Energized to shape the future;
• Bold in thinking and exploration of new possibilities;
• Collaborative in approaching all challenges;
• Responsible in commitment to safety management of assets and finances and interaction with colleagues business clients and other stakeholders;
• Selfless in serving the community both on the job and through volunteerism.

Scope:

Primary Focus is on daily deliverables outputs and reporting. Accountable for managing ones own time and workflow and leads projects and/or large project steps. Work is complex in nature requiring the incumbent to draw on previous knowledge to perform role. Acts independently the majority of the time requiring guidance in only complex situations. Has well established capabilities acts as a resource to less experienced staff on moderately complex issues.

Leadership:

May coordinate the workflow of a given team. May support the review of work and training of other employees.

Decision Impact:

Problems and issues faced are vague and require analysis of multiple sources of information for solution. Draws on significant past experience to perform role. Accountable for direct level of reasoning and decision making.

Hybrid Work:

Position 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 Roles:

All NonUnion 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 arent limited to duties such as: working with operations for service center support or with the communications customer service or government affairs teams to respond to public and customer requests for information etc.

Data Governance:

Utilize data to make business decisions as appropriate for the position support data stewardship activities and partner with IT on underlying data needs.

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties responsibilities and qualifications required of employees assigned to this job.

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 and describe the specific accommodation requested for a disabilityrelated limitation.