Products & Services Coordinator

Duke Energy•Various Locations, FL

2d•Remote

About The Position

The Products & Services Coordinator handles customer requests for energy-efficiency offerings and other products and services through inbound and outbound calls. The role vets each call to provide energy-efficient solutions that balance customer needs with organizational goals and objectives. The coordinator uses technical expertise to pre-qualify customers for Residential Energy Checks and schedule appointments that meet customer and business needs, helping improve field representative efficiency, cost effectiveness, and productivity. For customers participating in the Phone Assisted Audit, the coordinator provides audit reports and required documentation so customers can proceed with energy conservation recommendations. The role also responds to assigned escalated customer service complaints in collaboration with Consumer Affairs. Work is performed remotely after the onboarding period. Virtual employees must live within a reasonable commute of a Duke Energy facility and within Duke Energy Florida’s footprint state. Certified auditor training must be completed within the first 12 months. Travel is not required.

Requirements

High school diploma or GED.
Two years of related work experience.
Must possess all basic/required qualifications to be considered.
Must attend certified auditor training within the first 12 months.
Must be able to work lawfully in the United States without employment-based immigration sponsorship, now or in the future.
Virtual employees must live within a reasonable commute to a Duke Energy facility and within Duke Energy Florida’s footprint state.

Nice To Haves

Call center experience and experience promoting products and services in a call center environment.
Bilingual in English and Spanish.
Knowledge of Duke Energy’s Energy Efficiency Programs and product and service offerings.
Residential Auditor Certification.
Understanding of Duke Energy’s Customer Information Systems, including Salesforce and C4C.
A successful suggestive sales record.
Ability to multitask and navigate multiple computer systems quickly and accurately while maintaining customer dialogue and meeting strict performance expectations.

Responsibilities

Handle incoming and outgoing customer calls about energy-efficiency needs and questions.
Schedule field advisors and complete Phone Assisted Audits.
Pre-qualify customers for eligibility for Residential Energy Checks.
Provide Phone Assisted Audit reports and required documentation to participating customers.
Respond to assigned escalated customer service complaints in collaboration with Consumer Affairs.
Meet customer and business needs while supporting field representative efficiency, cost effectiveness, and productivity.