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This position is the intermediate level of the Work Management Specialist classification hierarchy. Employees at this level solve more complex problems. This position is responsible for providing technical, analytical and work management support for Distribution, Customer Experience & Services. The incumbent, working within the parameters of established processes and standards, uses independent judgment and initiative to complete assigned tasks. This position is accountable for providing accurate and timely work results which support safety, reliability, storm restoration, and cost management while providing exceptional customer service. This position may also be utilized to provide administrative support to multiple managers and serves in a non-exempt capacity.
Responsibilities
Maintains excellent customer service to operations, management, and customers
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 operation center personnel and others as requested
Builds knowledge and skills through training of construction standards, compatible units, construction prints, etc. used in Delivery Operations
Ensures work is scheduled and executed timely
Monitors various reports to ensure process adherence to achieve customer-related goals
Research, root cause analysis, and ownership of resolution of customer issues
Provides feedback to supervision for coaching opportunities
Collaborates with other work groups to ensure desired customer experience
Uses software applications to prepare correspondence, reports, presentations, etc.
Professional and courteous in all contacts
Cost Management
Creates appropriate work order to complete follow-up work
Assists in reconciling work order materials, labor, and equipment to represent actual field construction
Assists in resolving errors and prepares for close-out of construction work orders in work management system,
Develops skill set to report units of property to asset accounting accurately
Responsible for bargaining unit payroll
Ensures timesheet is accurately recorded in time management system in accordance with payroll guidelines
Provides reports to Operations Leadership regarding bargaining unit employees
Reliability
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
Required/Basic Qualifications
Desired Qualifications
In addition to desired degree, 3 years related work experience
Prior payroll processing experience
Possesses a working knowledge of Microsoft Office Software
Demonstrates good judgment in decision making
Exhibits effective written and verbal communication skills
Collaborates effectively in a team environment
Works independently in resolving problems
Exhibits flexibility and dependability during normal work schedule and after-hours emergency storm restoration
Prioritizes work effectively
Supports changing work environments, processes, and policies
Knowledge of Delivery Operations processes and Work Management related computer applications
Knowledge of local ordinances, permits, and inspections
Previous customer service experience & demonstrates excellent customer service skills
Working Conditions
Travel Requirements
5-15%
Relocation Assistance Provided (as applicable)
No
Represented/Union Position
No
Visa Sponsored Position
No
Posting Expiration Date
Wednesday, May 15, 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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