Products & Services Coordinator

Duke Energy•Various Locations, FL

4d•Remote

About The Position

The Products & Services Coordinator supports the EnergyWise Home program as a member of the Demand Operations Center (DOC). The 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. Work will be performed from a remote location after the onboarding period. Virtual employees should live within a reasonable commute to a Duke Energy facility and must live within a Duke Energy footprint state (NC, SC, FL, OH, KY, IN) or the DC metro area. Travel is not required.

Requirements

High school diploma or GED.
Minimum 2 years of related work experience.
Ability to multi-task and navigate between multiple computer systems quickly and accurately while maintaining a dialogue with customers and meeting strict performance expectations.

Nice To Haves

Call center experience.
Bilingual in English and Spanish is highly desirable.
Understanding of Duke Energy's Customer Information Systems (Salesforce and C4C).

Responsibilities

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 escalate exceptions to the appropriate team.
Maintain accurate, audit-ready records across systems of record to support compliance and program reporting.
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.
Handle general administrative tasks as assigned, including maintaining procedures, job aids, and daily tracking.