Products & Services Coordinator

Duke Energy; Jacksonville (FL); À distance; USD 42 000 - 54 000; Plein temps

Résumé du poste

Duke Energy is seeking a Products & Services Coordinator to support the EnergyWise Home program within the Demand Operations Center (DOC). You will handle calls, verify information, qualify enrollments, and document Field Service Requests.

You will coordinate scheduling with field advisors and contractors while maintaining accurate records and ensuring customer satisfaction. Preferred candidates have call center experience, bilingual English/Spanish, and knowledge of Salesforce or C4C.

Qualifications

• High School Diploma or GED is required.
• Minimum 2 years of related work experience.
• Call center experience is preferred.
• Bilingual English and Spanish is highly desirable.

Responsabilités

• Handle inbound and outbound customer calls for Enrollment and inquiries.
• Verify customer and premise information; qualify for enrollment; document enrollments.
• Create and track Field Service Requests (FSRs) and schedule in-home appointments; coordinate with field teams.
• Troubleshoot device/service issues and maintain audit-ready records.

Connaissances

Call center

Bilingual (EN/ES)

CRM systems

Formation

High School Diploma/GED

Outils

Salesforce

C4C

Description du poste

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.

Summary

The Products & Services Coordinator supports the EnergyWise Home program as a member of the Demand Operations Center (DOC). This role handles inbound and outbound customer calls, verifies customer and premise information, qualifies customers for enrollment, and creates and documents Field Service Requests (FSRs) and scheduling activity across multiple systems of record. The coordinator applies program rules, troubleshoots device and service issues, escalates exceptions appropriately, and maintains accurate, audit-ready documentation to support program enrollments, reliability, and customer satisfaction.

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 escalates 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

No

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.