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Customer Care Representative

2 months ago

Union, United States Duke Energy Full time
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 of Duke Energy's customer success and satisfaction as a Customer Care Representative.

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 Representative will also consult with customers on their billing inquires, service orders, trouble calls and various other needs.

This is a full-time position represented by UWUA 600 Union. You will be considered a probationary employee for the first twelve (12) months of employment.

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

WE OFFER
  • Paid Time Off, holidays, and sick leave
  • Health, Dental, and Vision Insurance
  • 401K plan with company match
  • All necessary equipment provided
PAY:
  • The pay rate is $20 per hour (non-negotiable)
  • Annual, quarterly and sales incentives provided based on performance.
TARGET START DATE:
  • Monday, August September 23, 2024 (non-negotiable)
TRAINING DETAILS:
  • First 9 weeks, Monday - Friday from 8:00 AM to 4:30 PM EST (fully paid)
  • Required first day onsite attendance at the Duke Energy Call Center Facility in Cincinnati, OH
  • Training is held remotely after first day onsite attendance
  • During the 9-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.
DESIRED QUALIFICATIONS
  • Direct call center experience of 3+ years is preferred
  • Bachelor's degree or Associates degree
  • Willingness to work in an environment that requires 100% phone-based customer interaction.
  • Ability to multi-task and work 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 remotely but candidates are expected to live within an hour of the Duke Energy Call Center Facility in Cincinnati, OH
  • Work Schedule - work will be performed during Hours of Operation
  • Hours of Operation - Monday - Friday, 7:00 AM - 7:00 PM EST
  • Mandatory Overtime & Storm Duty Calls - during times of inclement weather or other major events (such as hurricanes, snowstorms, etc.), employees are expected to be on-call and work extended hours, as well as mandatory overtime, to support higher call volumes.
  • Shift change occurs biannually, but may change at any time due to business need
  • Access to a reliable high-speed internet and a quiet work environment is required.
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
  • 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.
  • 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 required

Relocation Assistance Provided (as applicable)
No

Represented/Union Position
UWUA, IUU Local 600

Visa Sponsored Position
No

Posting Expiration Date
Friday, August 16, 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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