Duke Energy is looking to hire a Products and Service Coordinator I to support the EnergyWise Home Program by managing inbound/outbound call volume, pre-qualifying customers for Demand Response programs, resolving customer inquiries, and troubleshooting issues.
Requirements
- Experience using Customer Information Systems
- Working knowledge of Duke Energy's Customer Information System.
- MS Office experience
- Ability to use technical analysis and investigative techniques
- Working knowledge of Customer Connect, product and program applications knowledge to resolve inquiries
- Accounting skills for auditing system-generated reports against vendor invoices
- Understanding of residential infrastructure like; electrical wiring, water heaters and heating & cooling systems.
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.
- Update SAP/C4C and IntelliSource records.
- Troubleshoot electrical and/or appliance equipment problems
Other
- Must be willing to work flexible hours including Saturday.
- Must be able to work efficiently with limited supervision, manage multiple demands and competing priorities while completing repetitive tasks: i.e., data entry.
- Bilingual (English and Spanish)
- Good communication skills
- Interpersonal and communication skills and work well in a team environment
