Products & Services Coordinator I

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Position Summary

The Products and Service Coordinator I (P&S Coordinator I) is responsible for supporting the EnergyWise Home Program by effectively managing inbound/outbound call volume processed through an Avaya phone system and various email. This position is responsible for effectively handling internal/external phone calls, pre-qualifying customers for eligibility of Demand Response (DR) programs, resolving EnergyWise Home customer calls and emails including but not limited to answering technical and program-related questions; troubleshoot electrical and/or appliance equipment problems; accurately complete data input, customer credits, rebates, and reports. This position is also responsible providing and documenting detailed explanations summarizing recommended solutions to the customer and dispatching information to the appropriate DE field representative and/or Trade Ally for action. Individual must exercise experience and judgment to complete tasks with 100% accuracy and attention to detail. Position required to update SAP/C4C and IntelliSOURCE records. 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.

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.

• Participate on assigned teams.

Required/Basic Qualifications

• High School/GED degree.

• 2 years related work experience.

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Additional Preferred Qualifications

• Experience using Customer Information Systems

• Bilingual (English and Spanish)

• Working knowledge of Duke Energy's Customer Information System.

• Proven sales record

• MS Office experience

• Good communication skills

• Ability to use technical analysis and investigative techniques

• Working knowledge of Customer Connect, product and program applications knowledge to resolve inquiries

• Interpersonal and communication skills and work well in a team environment

• Accounting skills for auditing system-generated reports against vendor invoices

• Personal openness to innovative ideas while respecting diversity and valuing the opinions of others

Working Conditions

• Must be willing to work flexible hours. 7:00 a.m. to 7:00 p.m. Monday through Friday including potential for Saturday

• 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 daily commute to a Duke Energy facility.

Specific Requirements

• Understanding of residential infrastructure like; electrical wiring, water heaters and heating & cooling systems.

• Excellent verbal communication skills and ability to resolve customer escalations

• Preferred bi-lingual in English and Spanish

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Travel Requirements

Posting Expiration Date

All job postings expire at 12:01 AM on the posting expiration date.

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