Work Management Specialist II

Duke Energy•Durham, NC

1d•Hybrid

About The Position

This position is the intermediate level of the Work Management Specialist classification hierarchy. Employees at this level solve more complex problems and This position is responsible for providing technical, analytical and work management support for Distribution, Customer Experience & Services. The incumbent, working within the parameters of established processes and standards, uses independent judgment and initiative to complete assigned tasks. This position is accountable for providing accurate and timely work results which support safety, reliability, storm restoration, and cost management while providing exceptional customer service. This position may also be utilized to provide administrative support to multiple managers and serves in a non-exempt capacity.

Requirements

High School/GED degree
2 years related work experience

Nice To Haves

Possesses a working knowledge of Microsoft Office Software
Possesses a general knowledge of applications used in Delivery Operations
Demonstrates good judgment in decision making
Exhibits effective written and verbal communication skills
Collaborates effectively in a team environment
Works independently in resolving problems
Exhibits flexibility and dependability during normal work schedule and after-hours emergency storm restoration
Prioritizes work effectively
Supports changing work environments, processes, and policies
Proficient in system applications used in Delivery Operations
Knowledge of local ordinances, permits, and inspections
Previous customer service experience

Responsibilities

Maintains excellent customer service to operations, management, and customers
Demonstrates proficiency in utilizing available tools and systems, such as Maximo, DOMS, NJUNS, NC811, CAPS, to efficiently convey reliability details and essential information to both internal and external customers
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
Facilitates communication between internal and external customers
Reports job status details to appropriate personnel as needed
Monitors various reports to ensure process adherence to achieve customer-related goals
Provides feedback to supervision for coaching opportunities
Maintains knowledge of Engineering and Construction standards, compatible units, construction prints, etc. used in Delivery Operations
Executes customer contracts for Distribution facilities
Audits work performed to ensure customer is billed accurately and timely
Ensures work is scheduled to meet an established timeline
Provides research, root cause analysis, and resolves customer issues
Processes highway relocation work orders, collaborating with project managers and the Department of Transportation
Uses software applications (e.g. Word, PowerPoint, Excel) to prepare correspondence, reports, presentations, agendas, minutes, manage calendars or meetings/meeting coordination etc.
Verifies and applies correct general ledger accounting in all work-related applications and functions.
Adheres to monthly accrual timelines and system entry cutoff dates.
Ensures that all invoices on hand are recorded and sent to the appropriate department that processes the accrual.
Reconciles work order materials, labor, and equipment to represent actual field construction
Resolves all errors and prepares construction work orders for close-out in work management system, properly reporting units of property to Asset Accounting
Audits, reconciles, and processes contractor invoices ensuring documentation agrees with pay items, contracts are correct, and time and equipment charges agree with contractor timesheets
Ensures timesheets are accurately completed and recorded in time management system in accordance with payroll guidelines
Creates appropriate work order to complete follow-up work utilizing the most cost-effective resource and skillset
Obtains approvals, calculates costs and generates invoices for governmental lighting, Department of Transportation highway relocation, property damage claims, and miscellaneous costs
Prepares for and provides emergency restoration support including allocating event assignments to damage assessors and clearing events in outage management tools
Updates storm resource tracking and outage management tools during storm restoration
Supports the execution of specific Delivery Operations 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