Bilingual Customer Care Representative (Spanish/English) - Charlotte, NC (Full Time)

Duke Energy; Charlotte (NC); Remote; Full time

Job summary

Join a leading energy company as a Customer Care Specialist, where you'll play a vital role in ensuring customer satisfaction. This position offers a friendly work environment, competitive pay, and comprehensive benefits. You'll be responsible for addressing customer inquiries and providing excellent service while working remotely after training.

Benefits

Paid Time Off

Health, Dental, and Vision Insurance

401K plan with company match

All necessary equipment provided

Qualifications

• One year of customer service experience required.
• Must be bilingual in Spanish and English.

Responsibilities

• Handle customer inquiries with integrity and empathy.
• Consult with customers on billing inquiries and service orders.
• Participate in on-call rotation.

Skills

Customer Service

Bilingual

Effective Listening

Communication

Education

High School Diploma or GED

Job description

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

Build an exciting, rewarding career with us - help us make a difference for millions of people every day. Consider joining the Duke Energy team, where you'll find a friendly work environment, opportunities for growth and development, recognition for your work, and competitive pay and benefits.

POSITION SUMMARY

Build an exciting, rewarding career with us and play an integral part in Piedmont Natural Gas' customer success and satisfaction as a Customer Care Specialist.

This role has a high degree of accountability for individual performance in the areas of customer satisfaction, quality, and productivity to ensure that customers receive excellent service and business objectives are achieved.

The Customer Care Specialist will also consult with customers on their billing inquiries, service orders, trouble calls and various other needs.

Consider joining the Duke Energy team, where you'll find a friendly work environment, comprehensive benefits, and development opportunities.

Please note: if selected, you will be contacted for a 30-45-minute mandatory video interview through Microsoft Teams. This video interview will be recorded and is required to proceed in the hiring process. Additionally, you will be required to be on-camera during the interview.

WE OFFER

• Paid Time Off, holidays, and sick leave

• Health, Dental, and Vision Insurance

• 401K plan with company match

• All necessary equipment provided

PAY AND WORK SCHEDULE:

• The pay rate is $21 per hour (non-negotiable)

• Bilingual specialists receive an additional premium of $1 added to their hourly rate of pay.

• This role is virtual, work will be performed onsite and remotely

• Annual incentives are based on performance

• Work Schedule

  • Hours of Operation: Monday-Friday, 7:30 AM - 7:00 PM

  • Charlotte, NC Only - hours of operation include weekends and overnight shifts

  • Over-time and storm duty calls are expected

• Shift change tri annually, but may change at any time due to business need

TARGET START DATE:

• The target start date for this posting is Monday, 6/30/25.

TRAINING DETAILS:

• First 8 weeks, Monday-Friday from 8:00 AM to 5:00 PM

• Required first day onsite attendance at a Duke Energy Call Center location

• Training is held remotely after first day onsite attendance

• During the 8-week training period, there is no allowance for vacation time or absences.

• Your continued employment will be contingent on successful completion of the training program.

RESPONSIBILITIES INCLUDE, BUT NOT LIMITED TO THE FOLLOWING

• Provide high quality customer interaction by handling customer's needs with integrity and empathy in one transaction.

• Use professional judgement and escalate customer issues/concerns to management when appropriate.

• Participate in on-call rotation.

• Promote sales of available products and services, as appropriate.

• Building genuine connections with customers and bring a great ambassador for the Duke Energy brand.

• Perform other duties as assigned, including work on special projects.

REQUIRED QUALIFICATIONS

• High school diploma or GED completed at time of application submission.

• One-year customer service experience (may include call center, hospitality, retail, etc.), either by phone or face to face communications.

• Must be bilingual and fluent in Spanish and English. Must be able to read and translate from English to Spanish.

DESIRED QUALIFICATIONS

• Direct call center experience of 3+ years is preferred

• Bachelors degree or Associates degree

• Willingness to work in an environment that requires 100% phone-based customer interaction.

• Experience multi-tasking and working with various technologies using multiple monitors, screens, applications etc.

• Effective listening and communication skills and the ability to interact with customers in a professional, courteous, and empathetic manner.

• Ability to always handle and protect confidential information and act with integrity.

WORKING CONDITIONS

• Virtual - Work will be performed from a remote location after the onboarding period. However, virtual employees should live within a reasonable commute to the designated Duke Energy facility and will be asked to report to the facility once a month or for technical related issues.

• Access to a reliable high-speed internet and a quiet work environment is required.

• During times of inclement weather or other major events (such as hurricanes, snowstorms, etc.), Customer Care Specialists are expected to be on-call and work extended hours, as well as mandatory overtime, to support higher call volumes.

WHAT TO EXPECT: STEPS IN DUKE ENERGY'S HIRING PROCESS

• Duke Energy Hiring Process

• Duke Energy Customer Care Assessment - required time sensitive/completion of online test

  • Please note: the assessment includes a video introduction. You will need access to a camera. Please make sure your camera is working prior to the start of the assessment.

• If selected, you will be contacted for a 45-minute mandatory video interview through Microsoft Teams. This video interview will be recorded and is required to proceed in the hiring process. Additionally, you will be required to be on-camera during the interview.

• Candidates who accept the employment offer will be required to complete and pass a Duke Energy background check and drug test.

  • It is the policy of Duke Energy to maintain a drug-free workplace.

Travel Requirements

Not requiredRelocation Assistance Provided (as applicable)NoRepresented/Union PositionNoVisa Sponsored PositionNo

Posting Expiration Date

Thursday, May 15, 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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