Products and Service Coordinator II

2 weeks ago

Tampa, 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.

Job Summary

This position is Virtual for the St Pete/Lake Mary, Florida area.

Products and Service Coordinator II (P&S Coord) is responsible for effectively managing calls and scheduling for Demand Side Management Program Inspectors (inbound and outbound) that is primarily driven by customers participation into our Residential Home Energy Improvement, Non-Residential (Commercial/Smart$aver), Neighborhood Energy Saver, and Low Income Weatherization Programs ensuring the achievement of the Florida Public Service Commission's (FPSC) mandated 10% inspection compliance goal is achieved. As a senior level position, the P&S Coordinator II works closely with management to assist with developing Key Performance Indicators (KPI) and identifying opportunities for continuous improvement through process enhancements that delivers world-class customer experience as measured through Fastrack. The position is also responsible for working with less senior team members to help resolve high level issues, provide training and support, and lead project teams as assigned. This position works closely with our external partners including the Customer Engagement, Customer Care Organization, Consumer Affairs, and Community Relations in an effort to expand EE offerings and solutions to their target customers.

Successful scheduling and providing innovative energy efficiency solutions to customers while also aligning with Duke Energy's goals and objectives as determined by the Florida Public Service Commission. The P&S Coordinator II is responsible for delivering higher results as part of the FPSC compliance goals while driving efficiency, cost effectiveness and productivity of DSM Program Inspectors by using technical expertise and knowledge to schedule customers for program inspections that's meets the need of the customer. For customers participating in the Phone Assisted Audit, the P&S Coord will be available to support Customer Engagement providing audit reports and other required documentation to ensure that customer can move forward with energy conservation recommendations. The position supports the company's efforts to promote energy efficiency programs in the communities that we serve by attending community functions, including trade shows and other events. The position is also responsible for providing storm recovery support by fulfilling assigned Logistics role.

Responsibilities
  • Handle incoming and outgoing calls
  • Complete Phone Assisted Audits and mail reports
  • Schedule appointments for Advisors for Home Energy Check
  • Resolving escalated calls
  • Offering other products and services (sales)
  • Training less senior employees and CCO New Hires
  • Assist leadership team with identifying process improvement opportunities
  • Schedule appointments for Program Inspection
  • Monthly reporting consolidation
  • Leading special projects and initiatives
  • Participating in community events and tradeshows
Basic/Required Qualifications
  • High School/GED
  • 3 years related work experience
Desired Qualifications
  • Working knowledge of Duke Energy Customer Information System
  • Proven sales experience
  • Knowledge of Duke Energy's Energy Efficiency Programs and Products and Service Offerings
  • Good communication skills
  • Strong written skills
  • Bilingual (English and Spanish)
  • Strong MS Office experience
  • Proficient use of Duke Energy's Customer Information System
  • Demonstrated leadership ability
  • Demonstrated experience in making decisions, exercising good judgment and setting priorities
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.


Travel Requirements
5-15%

Relocation Assistance Provided (as applicable)
No

Represented/Union Position
No

Visa Sponsored Position
No

Posting Expiration Date
Tuesday, May 7, 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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