CS Process Improvement Specialist I

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 end-to-end 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 self-service, 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 cross-functional collaboration and adoption of new processes.

Document workflows and maintain up-to-date process libraries.

Own and facilitate the Mini Council, ensuring effective cross-functional 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:

Hands-on 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, drop-offs, 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 problem-solving 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 cross-functional stakeholders

Excellent analytical skills to identify industry trends that impact the strategy

Highly organized, detail oriented, self-directed, and adaptable

Must possess a positive attitude and strong values that fit with the Company’s 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 one's 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 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 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 disability-related limitation.