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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 resolving inquiries that include answering technical and program-related questions, pre-qualifying customers for eligibility of Demand Response (DR) programs, troubleshooting electrical, appliance equipment problems and DR device connectivity issues as well as processing returned work orders from EnergyWise Home Trade Allies within multiple systems, validating the accuracy of EnergyWise Home customer program credits and maintaining accurate customer records in a timely manner.

The P&S Coordinator I is also responsible for 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. Must be able to work efficiently with limited supervision, manage multiple demands and competing priorities while completing repetitive tasks: i.e. data entry.

* 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 plus years related work experience

Desired Qualifications
* Technical degree in Technical Training
* Bilingual (English and Spanish)
* Knowledge of Duke Energy's EnergyWise Home Program and Products and Service Offerings
* Working knowledge of Duke Energy's Customer Information System (Customer Connect)
* MS Office experience (Specifically EXCEL)
* Good communication skills
* Collaborates effectively with others to achieve team results
* Specialized trade, technical school or college
* Basic knowledge of electrical theory, HVAC Systems, low voltage control circuits

Additional Preferred Qualifications
* 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. This position is also responsible for providing storm recovery support by fulfilling assigned Logistics role.

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

Posting Expiration Date

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

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