Work Management Specialist (Level I or II)

Duke Energy Corporation•Noblesville, IN

5d•Hybrid

About The Position

The Work Management Specialist provides work management support for Distribution, Customer Experience & Services while following established processes and standards. The position may also provide basic administrative support to multiple managers and serves in a non-exempt capacity. It is accountable for accurate and timely work that supports safety, reliability, storm restoration, cost management, and quality customer service. The role coordinates and dispatches work, communicates with internal and external customers, supports customer issues through resolution, and helps maintain work records, office operations, and compliance. It also assists with cost management activities such as invoice processing, work order reconciliation, timekeeping, expense reporting, and construction work order close-out. The specialist supports reliability programs and emergency restoration, participates in safety and employee engagement activities, and may administer special projects across work groups. The position is classified as hybrid. After onboarding, work takes place remotely and onsite, with three days per week in the office. Hybrid employees should live within a reasonable daily commute of their assigned Duke Energy facility. Reliable internet is required when working remotely. Travel is 5–15%.

Requirements

High school diploma or GED.
For Work Management Specialist II, one year of relevant industry experience.
Ability to work lawfully in the United States without employment-based immigration sponsorship, now or in the future.
Reliable internet when working remotely.

Nice To Haves

Excellent customer service skills.
Flexibility and dependability during normal work schedules and emergency storm restoration.
Ability to collaborate effectively in a team environment.
Knowledge of Microsoft Office software.
Effective written and verbal communication and interpersonal 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 support changing work environments, processes, and policies.
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 an acceptable level of availability during normal work schedules and during after-hours and weekend emergency storm restoration.
Take ownership of customer issues until resolved, requesting assistance as needed.
Facilitate communication between internal and external customers.
Report job status details to appropriate personnel and communicate daily with C&M and Designers to ensure customer needs are met.
Build knowledge of construction standards, compatible units, construction prints, and other 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 related to broken printers, lights, or cameras.
Assist with maintenance of IBEW 1393 contract compliance.
Create and maintain joint-use notifications with other utilities.
Dispatch daily work appropriately to field performers.
Maintain office record-retention files and handle confidential Company and employee information discreetly.
Order office supplies, 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 through 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.
Record timesheets accurately in the time management system in accordance with payroll guidelines; screen Field Performers' timesheets and notify C&M Supervision of discrepancies.
Reconcile credit cards and prepare expense reports for reimbursable items not purchased on a company credit card, ensuring proper general ledger accounting.
Create appropriate work orders for follow-up work.
Process invoices and customer billing.
Assist with managing office supply needs, including potter supplies.
Prepare for and provide emergency restoration support as needed.
Support Delivery Operations reliability programs or processes using appropriate work management applications.
Participate actively in safety meetings to support the Human Performance safety culture and follow ergonomics and office safety guidelines.
Support corporate initiatives and demonstrate a commitment to continuous learning and development.
Administer special projects across work groups as needed, such as Employee Survey, United Way, Diversity and Inclusion, and Well Power.