Work Management Specialist I

Duke Energy Corporation•Hickory, NC

2d•Hybrid

About The Position

This position is the learner level of the Work Management Specialist classification hierarchy. This position is responsible for providing work management support for Distribution, Customer Experience & Services, while working within the parameters of established processes and standards. This position may also be utilized to provide basic administrative support to multiple managers and serves in a non-exempt capacity. This position is accountable for providing accurate and timely work results which support safety, reliability, storm restoration, and cost management while providing quality customer service.

Requirements

High School/GED degree

Nice To Haves

Demonstrates excellent customer skills
Exhibits flexibility and dependability during normal work schedule and emergency storm restoration
Collaborates effectively in a team environment
Demonstrates knowledge of Microsoft Office software
Possesses effective written and verbal communication and interpersonal skills
One to three years of providing customer service support
Effectively manages stressful situations

Responsibilities

Provides quality customer service and support to Distribution, Customer Experience & Services
Ensures work is scheduled and executed timely
Efficiently uses available tools or systems to effectively communicate reliability details to external customers.
Ping meters during storms.
Achieves acceptable level of availability during normal work schedule and emergency storm restoration after hours and weekends
Takes ownership of customer issues and problems until resolved, requesting assistance as needed.
Facilitates communication between internal and external customers
Reports job status details to appropriate personnel as needed - communicating daily with C&M and Designers to ensure customer's needs are met.
Builds knowledge and skills through training of construction standards, compatible units, construction prints, etc. used in Distribution, Customer Experience & Services
Assist with preliminary research and root cause analysis for customer issues
Collaborates with other work groups to ensure desired customer experience
Professional and courteous in all contacts
Initiates facility/security requests (broken printers, lights, cameras, etc.)
Assists with maintenance of IBEW 1393 contract compliance
Creates and maintains joint use notifications with other utilities
Appropriately dispatches daily work to field performers
Maintains office record retention files
Maintains confidential Company/Employee information in a professional and discreet manner
Orders office supplies
Ensures outgoing mail is in appropriate location, sorts incoming mail and delivers packages daily
Assists Managers with meeting minutes, action items, office logistics while performing other Work Management duties
Updates local bulletin boards with required reference materials
Applies correct general ledger accounting in all work-related applications and functions within area of responsibility. Accurately processes vendor invoices via CAPS; includes setting up vendor/W9 in Business Automation Platform and ensure accounting and vendor financial is correct.
Assist in reconciling work order materials, labor, and equipment to represent actual field construction.
Assist in resolving errors and prepares for close-out of construction work orders in work management system,
Developing skill sets to report units of property to asset accounting accurately
Ensures timesheet is accurately recorded in time management system in accordance with payroll guidelines. Screens Field Performer's timesheets to ensure accuracy and notifies C&M Supervision of any discrepancies.
Creates reconciliation of credit cards and creation of expense reports for reimbursable items not purchased on company credit card and ensures proper GL accounting is applied
Creates appropriate work order to complete follow-up work
Processes Invoices and Customer Billing
Assist with managing Office Supply needs/including potter supplies
Prepares for and provides emergency restoration support dispatching, updating, completing, calling emergency locates, reporting oil spills, pinging meters, and updating ETORs as needed.
Supports the Distribution, Customer Experience & Services reliability programs or processes using appropriate work management applications
Supports Human Performance safety culture through active participation in safety meetings
Follows ergonomics and office safety guidelines
Supports corporate initiatives
Demonstrates a commitment to continuous learning and development
Administers special projects across work groups as needed (Employee Survey, United Way, Diversity and Inclusion, Well Power, etc.)