Important Application Submission Information

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Number of openings: One (1)

Mobility: Hybrid

Job Summary

This position is responsible for providing work management support for Distribution, Customer Experience & Services, while working within the parameters of established processes and standards.  This position may also be utilized to provide basic administrative support to multiple managers and serves in a non-exempt capacity. This position is accountable for providing accurate and timely work results which support safety, reliability, storm restoration, and cost management while providing quality customer service.     

Responsibilities

Provides quality customer service and support to Distribution, Customer Experience & Services

• Ensures work is scheduled and executed timely
• Efficiently uses available tools or systems to effectively communicate reliability details to external customers - Ping meters during storms.
• Achieves acceptable level of availability during normal work schedule and emergency storm restoration after hours and weekends
• Takes ownership of customer issues and problems until resolved, requesting assistance as needed.
• Facilitates communication between internal and external customers
• Reports job status details to appropriate personnel as needed - communicating daily with C&M and Designers to ensure customer's needs are met.
• Builds knowledge and skills through training of construction standards, compatible units, construction prints, etc. used in Distribution, Customer Experience & Services
• Assist with preliminary research and root cause analysis for customer issues
• Collaborates with other work groups to ensure desired customer experience
• Professional and courteous in all contacts
• Initiates facility/security requests (broken printers, lights, cameras, etc)
• Assists with maintenance of IBEW 1393 contract compliance 
• Creates and maintains joint use notifications with other utilities
• Appropriately dispatches daily work to field performers
• Maintains office record retention files
• Maintains confidential Company/Employee information in a professional and discreet manner                                                        
• Orders office supplies
• Ensures outgoing mail is in appropriate location, sorts incoming mail and delivers packages daily
• Assists Managers with meeting minutes, action items, office logistics while performing other Work Management duties
• Updates local bulletin boards with required reference materials

Cost Management

• Applies correct general ledger accounting in all work-related applications and functions within area of responsibility. Accurately processes vendor invoices via CAPS; includes setting up vendor/W9 in Business Automation Platform and ensure accounting and vendor financial is correct.
• Assist in reconciling work order materials, labor, and equipment to represent actual field construction.
• Assist in resolving errors and prepares for close-out of construction work orders in work management system,
• Developing skill sets to report units of property to asset accounting accurately
• Ensures timesheet is accurately recorded in time management system in accordance with payroll guidelines. Screens Field Performer's timesheets to ensure accuracy and notifies C&M Supervision of any discrepancies.
• Creates reconciliation of credit cards and creation of expense reports for reimbursable items not purchased on company credit card and ensures proper GL accounting is applied
• Creates appropriate work order to complete follow-up work
• Processes Invoices and Customer Billing
• Assist with managing Office Supply needs/including potter supplies

Reliability

• Prepares for and provides emergency restoration support as needed
• Supports the Delivery Operations reliability programs or processes using appropriate work management applications

EE Engagement/Safety

• Supports Human Performance safety culture through active participation in safety meetings
• Follows ergonomics and office safety guidelines
• Supports corporate initiatives
• Demonstrates a commitment to continuous learning and development
• Administers special projects across work groups as needed (Employee Survey, United Way, Diversity and Inclusion, Well Power, etc.)"

Basic/Required Qualifications

Note: This position can be hired as a Work Management Specialist I or II depending on experience

Work Management Specialist I

• High School/GED degree

Work Management Specialist II

• High School/GED degree
• One year of relevant industry experience

Desired Qualifications

• Demonstrates excellent customer skills
• Exhibits flexibility and dependability during normal work schedule and emergency storm restoration
• Collaborates effectively in a team environment
• Demonstrates knowledge of Microsoft Office software
• Possesses effective written and verbal communication and interpersonal skills
• One to three years of providing customer service support
• Effectively manages stressful situations

Additional Preferred Qualifications

• Possesses a general knowledge of applications used in Distribution, Customer Experience & Services
• Exhibits flexibility and dependability during normal work schedule and after hours emergency storm restoration
• Collaborates effectively in a team environment
• Proficient in system applications used in Distribution, Customer Experience & Services
• Knowledge of local ordinances, permits, and inspections
• Supports changing work environments, processes, and policies
• Exhibits effective written and verbal communication skills
• Possesses a working knowledge of Microsoft Office Software
• Previous customer service experience
• Prioritizes work effectively
• Demonstrates good judgment in decision making
• Works independently in resolving problems

Working Conditions

• Hybrid 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 their assigned Duke Energy facility. ​
• Required: 3 days per week in office

Special Requirements

• Reliable internet when working remotely

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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