Work Management Specialist (Level I or II)

Duke Energy•Noblesville, IN

4d•Hybrid

About The Position

This position provides work management support for Distribution, Customer Experience & Services, working within established processes and standards. It may also provide basic administrative support to multiple managers and is classified as non-exempt. The role is accountable for accurate, timely work that supports safety, reliability, storm restoration, cost management, and quality customer service. The position may be hired at Level I or II depending on experience. The role supports work scheduling and dispatch, customer communications and issue resolution, construction work order administration, cost and invoice processing, reliability programs, emergency restoration, and office administration. It also supports safety and employee engagement initiatives and collaborates with internal and external customers and work groups. Work is hybrid after the onboarding period, with work performed remotely and onsite. Hybrid employees must live within a reasonable daily commute of their assigned Duke Energy facility and work in the office three days per week. Reliable internet is required when working remotely. Travel is 5–15%.

Requirements

Work Management Specialist I: High school diploma or GED.
Work Management Specialist II: High school diploma or GED and one year of relevant industry experience.
Must possess all basic/required qualifications to be considered.
Ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
Reliable internet when working remotely.
Live within a reasonable daily commute of the assigned Duke Energy facility and work onsite three days per week after the onboarding period.

Nice To Haves

Excellent customer service skills.
Flexibility and dependability during the normal work schedule and emergency storm restoration, including after-hours support.
Ability to collaborate effectively in a team environment.
Knowledge of Microsoft Office software.
Effective written, verbal, and interpersonal communication skills.
One to three years of customer service support experience.
Ability to manage stressful situations effectively.
General knowledge of applications used in Distribution, Customer Experience & Services.
Proficiency in system applications used in Distribution, Customer Experience & Services.
Knowledge of local ordinances, permits, and inspections.
Ability to adapt to changing work environments, processes, and policies.
Previous customer service experience.
Ability to prioritize work effectively.
Good judgment in decision-making.
Ability to work independently to resolve problems.

Responsibilities

Provide quality customer service and support to Distribution, Customer Experience & Services.
Ensure work is scheduled and executed in a timely manner.
Use available tools and systems to communicate reliability details to external customers, including pinging meters during storms.
Maintain acceptable availability during the normal work schedule and provide support during emergency storm restoration after hours and on weekends.
Take ownership of customer issues until resolved, requesting assistance as needed.
Facilitate communication between internal and external customers and report job status details to appropriate personnel.
Communicate daily with C&M and Designers to help ensure customer needs are met.
Build knowledge of construction standards, compatible units, construction prints, and related materials used in Distribution, Customer Experience & Services.
Assist with preliminary research and root cause analysis for customer issues.
Collaborate with other work groups to support the desired customer experience.
Maintain professional and courteous conduct in all contacts.
Initiate facility and security requests, such as requests concerning broken printers, lights, or cameras.
Assist with maintenance of IBEW 1393 contract compliance.
Create and maintain joint use notifications with other utilities.
Appropriately dispatch daily work to field performers.
Maintain office record-retention files and handle confidential Company and employee information discreetly.
Order office supplies, manage office supply needs, sort and deliver incoming mail and packages, and ensure outgoing mail is placed appropriately.
Assist managers with meeting minutes, action items, and office logistics while performing other work management duties.
Update local bulletin boards with required reference materials.
Apply correct general ledger accounting in work-related applications and functions within the area of responsibility.
Process vendor invoices via CAPS, including setting up vendors and W-9 information in the Business Automation Platform and ensuring accounting and vendor financial information is correct.
Assist in reconciling work order materials, labor, and equipment to reflect actual field construction.
Assist in resolving errors and preparing construction work orders for close-out in the work management system.
Develop skills to report units of property accurately to asset accounting.
Accurately record timesheets in the time management system in accordance with payroll guidelines.
Screen field performers’ timesheets for accuracy and notify C&M supervision of discrepancies.
Reconcile credit cards and create expense reports for reimbursable items not purchased on company credit cards, ensuring proper general ledger accounting.
Create appropriate work orders for follow-up work.
Process invoices and customer billing.
Prepare for and provide emergency restoration support as needed.
Support Delivery Operations reliability programs or processes using appropriate work management applications.
Support the Human Performance safety culture through active participation in safety meetings and follow ergonomics and office safety guidelines.
Support corporate initiatives and demonstrate commitment to continuous learning and development.
Administer special projects across work groups as needed, including Employee Survey, United Way, Diversity and Inclusion, and Well Power initiatives.