Job Information
Duke Energy Products & Services Coordinator I in United States
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Position Summary
The Products and Service Coordinator I (P&S Coordinator I) is responsible for supporting the EnergyWise Home Program by effectively managing inbound/outbound call volume processed through an Avaya phone system and various email.
This position is responsible for resolving inquiries that include answering technical and program-related questions, pre-qualifying customers for eligibility of Demand Response (DR) programs, troubleshooting electrical, appliance equipment problems and DR device connectivity issues as well as processing returned work orders from EnergyWise Home Trade Allies within multiple systems, validating the accuracy of EnergyWise Home customer program credits and maintaining accurate customer records in a timely manner.
The P&S Coordinator I is also responsible for providing and documenting detailed explanations summarizing recommended solutions to the customer and dispatching information to the appropriate DE field representative and/or Trade Ally for action. Must be able to work efficiently with limited supervision, manage multiple demands and competing priorities while completing repetitive tasks: i.e. data entry.
Responsibilities
• Handle incoming and outgoing calls through AVAYA phone system• Handle various email and work order management systems• Pre-qualify customers for eligibility of Demand Response (DR) programs• Resolve Demand Response customer inquiries• Document detailed explanations summarizing the recommended solutions• Participate on assigned teams
Required/Basic Qualifications• High School/GED degree• 2 plus years related work experience
Desired Qualifications• Technical degree in Technical Training• Bilingual (English and Spanish)• Knowledge of Duke Energy's EnergyWise Home Program and Products and Service Offerings• Working knowledge of Duke Energy's Customer Information System (Customer Connect)• MS Office experience (Specifically EXCEL)• Good communication skills• Collaborates effectively with others to achieve team results• Specialized trade, technical school or college• Basic knowledge of electrical theory, HVAC Systems, low voltage control circuits
Additional Preferred Qualifications• Ability to use technical analysis and investigative techniques• Working knowledge of Customer Connect, product and program applications knowledge to resolve inquiries• Interpersonal and communication skills and work well in a team environment• Accounting skills for auditing system-generated reports against vendor invoices• Personal openness to innovative ideas while respecting diversity and valuing the opinions of others
Working ConditionsMust be willing to work flexible hours. 7:00 a.m. to 7:00 p.m. Monday through Friday including potential for Saturday. This position is also responsible for providing storm recovery support by fulfilling assigned Logistics role.
Hybrid Mobility Classification – Work will be performed from both remote and onsite locations after the onboarding period. However, hybrid employees should live within a reasonable daily commute to a Duke Energy facility.
Travel Requirements
Not required
Relocation Assistance Provided (as applicable) No
Represented/Union Position No
Visa Sponsored Position No
Posting Expiration Date
Tuesday, July 2, 2024
All job postings expire at 12:01 AM on the posting expiration date.
Please note that in order to be considered for this position, you must possess all of the basic/required qualifications.
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Brighter opportunities. Brighter futures. Duke Energy values ideas that come from a diverse and inclusive workforce, and we’re dedicated to providing a work environment where all people are valued, respected and able to reach their full potential. Duke Energy is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, color, sex, pregnancy, childbirth or related medical conditions, including but not limited to lactation, religion, national origin, ancestry, ethnicity, citizenship, sexual orientation, gender identity, gender expression, age, marital status, physical or mental disability, genetic information, medical condition, military status, or protected veteran status. Duke Energy complies with all applicable state, federal and local laws, regulations and ordinances prohibiting discrimination.
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