Location: Greensboro,NC, USA
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This entry level position reports to the Customer Orders Supervisor with responsibility to load, monitor and adjust/balance customer order work request assignment for execution by field service personnel in Customer Delivery Operations. This position utilizes Service Suite and Maximo systems to monitor and route work requests while maintaining resource assignments as required. Position monitors incoming calls to answer requests by field personnel for additional information. This position analyzes and takes appropriate action on pending, referred, suspended and future dated work requests for scheduling to field resources. Actively intervenes to identify scheduling opportunities to meet customer expectations and match resources to workload. This position also collaborates with Customer Delivery Operations, Distribution Control Centers (DCC), Resource Management, Customer Care Operations and Customer Service organizations to effectively manage service workload daily. Additionally, this position utilizes the applicable Customer Information System to create work requests for field personnel, reschedule work, update work order comments, and monitors queues to support the Customer Order Process. This includes identification of performance errors and process improvement opportunities to support customer order process expectations and standards. This position effectively utilizes technology and personnel resources through effective communication to ensure work requests are scheduled and completed in a timely manner.
Responsibilities
Customer Orders Scheduling Functions
+ Schedule and validate service work request assignments to optimize resources in the Service Suite system.
+ Primary contact for Duke Craft and Duke Contractor performer questions regarding scheduling or work requests
+ Works directly with Resource Management and Customer Delivery Operations to manage daily workload and customer priorities.
+ Maintain personnel work schedules through applicable resource availability tool.
+ Perform service scheduling activities to support the achievement of customer delivery/customer orders goals and KPI's jointly with field personnel and applicable supporting departments
CIS - Customer Information System & Customer Order Support
+ Provides CIS help and support for field personnel for service work requests
+ Facilitates communication between customers and service personnel.
+ Provides courteous and timely communication with customers as required
+ Contact customers to reschedule orders as necessary (major storms and drop services)
+ Maintains accurate updates in CIS to support CCO Associates
+ Maintains communication with CD Operations field personnel via Service Suite messaging or telephone to support requests for additional information
Customer Order Performance & Administration
+ Identify, review, and communicate cost effective ways to improve work processes
+ Promote high levels of customer satisfaction as defined in goals, expectation and process standards
+ Provides feedback on incorrect work requests for continuous improvement and coaching opportunities
+ Support special project work and other duties as assigned by Supervisor
+ Plan and organize daily personal work activities (manage calendar, email and voice mail appropriately). Enter personal time and exceptions.
Basic/Required Qualifications
+ High School/GED
Desired Qualifications
+ Good written and verbal communication skills.
+ Ability to deal with a variety of individuals from various socio-economic, cultu ral and ethnic backgrounds.
+ Demonstrated computer and technical aptitude with an expectation to become competent in Microsoft software tools such as Word, Excel & Outlook, Customer Information Systems, Service Suite, Outage Management Systems and Maximo.
Working Conditions
+ 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.
Travel Requirements
Not required
Relocation Assistance Provided (as applicable) No
Represented/Union Position No
Visa Sponsored Position No
Posting Expiration Date
Wednesday, September 25, 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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