Products & Services Coordinator

More than a career - a chance to make a difference in people's lives.

Summary

RESPONSIBILITIES

• Program & Customer Support - Handle inbound and outbound customer calls for the EnergyWise Home program, responding to enrollment, service, and general program inquiries. Verify customer and premise information, qualify customers for enrollment, and complete program enrollments. Create, document, and track Field Service Requests (FSRs) and schedule in-home appointments, coordinating with field advisors and installation contractors. Troubleshoot device and service issues, apply program rules consistently, and escalate exceptions to the appropriate team. Maintain accurate, audit-ready records across all systems of record to support compliance and program reporting.
• Team & Community Engagement - Participate on assigned DOC teams and special projects, including process improvements and system testing. Support community outreach events and provide storm recovery support as assigned.
• Administrative Duties - Handle general administrative tasks as assigned, including maintaining procedures, job aids, and daily tracking.
• Basic/Required Qualifications
• High School Diploma/GED
• Minimum 2 years’ related work experience

Preferred Qualifications

• Call center experience
• Bilingual (English and Spanish) is highly desirable.
• Understand Duke Energy's Customer Information Systems (Salesforce and C4C).
• Ability to multi-task and navigate between multiple computer systems quickly and accurately while maintaining a dialogue with customers and meeting strict performance expectations.
• Working Conditions
• Virtual Mobility Classification – Work will be performed from a remote location after the onboarding period. However, virtual employees should live within a reasonable commute to a Duke Energy facility and must live within a footprint state of Duke Energy (NC, SC, FL, OH, KY, IN) or the DC metro area.
• Travel Requirements
• Not required
• Relocation Assistance Provided (as applicable)
• No
• Represented/Union Position
• Visa Sponsored Position
• No. This is not a Visa Sponsored Position. This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
• Please note that in order to be considered for this position, you must possess all of the basic/required qualifications.
• Privacy
• Do Not Sell My Personal Information (CA)
• Terms of Use
• Accessibility

Relocation Assistance Provided (as applicable)

Visa Sponsored Position

Please note that in order to be considered for this position, you must possess all of the basic/required qualifications.