Business Support Associate I
Duquesne Light Company
Focus is on both the administration of both the customer experience from close of the sale through service delivery & on administrative support responsibilities for the enterprise & carrier sales teams. Primary role will be to interface with operations, billing, and ongoing customer support, contract maintenance, and order tracking.
Quality control of Order Entry processConcentration in accuracy of all order typeWork closely with operations, IP Engineering, and sales to provide continuous status to internal departments to meet KPI metricsDraft & send correspondence to clients for order status, Firm Order Commitment, and completionTrack & control contractual obligations for compliance – including review of paperwork from company CRM database.Assist in audit of system data in internal systems for billing, services, and maintaining integrity of data.Responsible for maintaining accurate customer records and data in DQE’s CRM databaseResponsible for maintaining accurate information in other DQE systems for reporting and accuracy.Assist in Customer Retention program and Correspondence to customersAssist as needed in customer research and reports (i.e. Account Audits, circuit ID validations, building lists, MSA consolidated sheet, contract SLA or ETL details, etc.)Assist sales team in order entry in CRM data base.Specific concentration in disconnects, renewals, move orders and large multi-site opportunities.Assist sales team & sales support in generation of proposal documents & contractual agreements.Utilize Microsoft Word, Microsoft Excel & Outlook to optimize customer communication specifically related to welcome letters, project updates, and customer inquiriesAssist Sales Support team with administrative communication for the Type II vendor process. This would include: maintenance events, processing purchase orders, and reviewing invoicing.Analytical reporting skills that require advanced skills in Excel and ability to problem solve.