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Job Summary

The Products & Services Coordinator is responsible for effectively handling Duke Energy customers request for energy efficiency offerings, and other products and services. This is done by efficiently handing inbound calls, and making outbound calls as determined by key performance indicators (KPI). Successful vetting of each call is essential to providing energy efficient solutions to customers that balances their needs with the organization’s goals and objectives. The P&S Coordinator is also responsible for driving efficiency, cost effectiveness and productivity of field representatives by using technical expertise to pre-qualify customers for eligibility of Residential Energy Checks, and effectively schedule appointments to meet customer and business needs. For customers participating in the Phone Assisted Audit, provide audit reports and other required documentation to ensure that customer can move forward with energy conservation recommendations. Responds to assigned escalated customer service complaints in collaboration with Consumer Affairs.  

RESPONSIBILITIES

• Handle incoming and outgoing calls to customers regarding their energy efficiency needs and questions. 
• Scheduling field advisors and completing Phone Assisted Audits.
  
  

Basic/Required Qualifications

• High School/GED degree
• 2 years related work experience

Additional Preferred Qualifications

• Call center experience and experience promoting products and services in a call center environment.
• Bilingual (English and Spanish) is highly desirable.
• Knowledge of Duke Energy’s Energy Efficiency Programs and Products and Service Offerings.
• Residential Auditor Certification.

• Understand Duke Energy's Customer Information Systems (Salesforce and C4C).
• Successful suggestive sales record.
• Ability to multi-task and navigate between multiple computer systems quickly and accurately while maintaining a dialogue with customers and meeting strict performance expectations.

Working Conditions

• Virtual Mobility Classification – Work will be performed from a remote location after the onboarding period. However, virtual employees should live within a reasonable commute to a Duke Energy facility and must live within the footprint state of Duke Energy Florida.

Specific Requirements

• Must attend certified auditor training within first 12 months.

Travel Requirements

Relocation Assistance Provided (as applicable)

Represented/Union Position

Visa Sponsored Position

Please note that in order to be considered for this position, you must possess all of the basic/required qualifications.

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