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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

• Prepares for and provides emergency restoration support as needed

  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

• High school diploma/GED

• In addition to required diploma, two (2) years minimum of related work experience

  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

• M – F, 8hrs daily

• 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 commute to a Duke Energy facility.

Travel Requirements

5-15%

Relocation Assistance Provided (as applicable) No

Represented/Union Position No

Visa Sponsored Position No

Posting Expiration Date

Wednesday, May 29, 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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