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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, cultural 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 PositionNo

Visa Sponsored PositionNo

Posting Expiration Date

Wednesday, February 19, 2025

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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