Retail Customer Choice Analyst II

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!

Title:Retail Customer Choice Analyst II

Position Summary:
The Retail Customer Choice Analyst plays a critical role in supporting Electric Generation Suppliers (EGS), Curtailment Service Providers (CSP), and billing agents operating within the Duquesne Light Company (DLC) service territory. This position is responsible for maintaining and updating the Market Message/EGS Portal and the Market Transaction Message platform within the Oracle Utilities Customer Care & Billing (CC&B) system. The analyst serves as the primary point of contact for EGS-related inquiries, manages electronic data interchange (EDI) transactions, and ensures accurate billing and usage data. Additionally, the role involves compiling and analyzing key performance indicators (KPIs) to support continuous improvement and operational excellence.

Key Responsibilities:

• Maintain a thorough understanding of internal and Pennsylvania Public Utility Commission (PUC) policies related to EGS operations.
• Interpret and apply EDI implementation guides, with a focus on Pennsylvania-specific requirements.
• Provide exceptional customer service by managing the Supplier Service Center mailbox, reviewing and responding to inquiries from suppliers, billing agents, and internal departments in a timely and professional manner.
• Monitor and resolve daily control report exceptions to ensure data accuracy.
• Analyze and report on KPIs and performance metrics to identify trends and support decision-making.
• Collaborate with cross-functional teams within the meter-to-cash operations to resolve usage and billing issues.
• Conduct EDI transaction reconciliations and billing reviews to ensure quality and accuracy.
• Perform monthly supplier payment reconciliations.
• Identify and implement process improvements; update business process documentation as needed.
• Participate in cross-training and knowledge-sharing initiatives within the Supplier Services and Billing teams.
• Research and respond to formal and informal PUC complaints.
• Perform routine billing analyses and support special projects and information requests as needed.
• Ensure compliance with all applicable Company, PUC, FERC, and PJM regulations, including the preparation of regulatory filings.

Education & Experience Requirements:

• Bachelor's degree in Business, Finance, Accounting, or a related field, or an equivalent combination of education and experience.
• Minimum of two (2) years of relevant experience.
• Familiarity with Pennsylvania-specific EDI implementation guides is preferred but not required.

Qualifications:

• Strong adherence to safety and compliance standards.
• Excellent verbal and written communication skills.
• Analytical skills to evaluate metrics, reports, and system exceptions.
• Proven ability to work collaboratively and build effective working relationships.
• Strong quantitative skills to identify trends and address skill gaps.
• Ability to manage multiple projects and meet deadlines efficiently.
• Adaptability to change and continuous improvement.
• Proficiency in Microsoft Excel, Word, and PowerPoint.

Must possess a positive attitude and strong values that fit with DLC'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 others;
• Selfless in serving the community, both on the job and through volunteerism.

Scope:
Primary focus is on daily deliverables, outputs and reporting. Typically accountable for managing one's own time and workflow. 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 Impact:
Problems 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 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. This is a normal office environment with occasional visits to field crew sites.

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 HR@duqlight.com and describe the specific accommodation requested for a disability-related limitation.