Upon successfully submitting your application for this position, you will be immediately redirected to the online Duke Energy Customer Care Assessment. Please ensure you read all instructions carefully prior to beginning.
You will have 24 hours or before the job posting expires to complete your assessment, whichever comes first. The assessment will be timed. Please note your assessment will no longer be accessible once the job posting expires.
Note: Due to COVID-19, this position will begin virtually and transition back into the office. Management will provide updates to the selected candidates for this position.
Position Summary
Are you a positive people person with customer care and/or call center experience? Do you enjoy helping people make decisions in a timely, efficient manner and pointing them in the right direction?
If so, Duke Energy is looking for YOU!
In addition to a starting rate of $16.00/hour, this position includes an incentive program with the opportunity to earn extra dollars in your paycheck!
Your major responsibilities will include:
- Building genuine connections with your customers and being a great ambassador for the Duke Energy brand all while listening to the customer anticipating their needs and offering solutions
- Arriving on time and adhering to your schedule
- Being an engaged customer advocate
- Meeting or exceeding performance targets
- Thinking on your feet and learning in an ever-changing environment
- Handling your customer's needs with integrity and empathy in one transaction
- Accurately navigating and maneuvering through multiple computer applications and screens simultaneously
- Managing your time, recording it accurately and inputting it according to the company's quality standards
- Actively engaging and participating in training and weekly coaching sessions
- Working on your own initiative and participating fully as part of a team under the guidance of a coach
- Adapting to constant change, i.e. program offerings, computer tools, process changes
- Being your best, on purpose, every time
As a successful applicant, you:
- Have customer service experience
- Possess a warm, friendly and engaging personality with a confident telephone manner
- Demonstrate good organizational skills
- Show a strong sense of responsibility and desire to get things done properly
- Are self-aware and understand the impact of your own performance and behavior
- Are highly self-motivated without self-importance
- Consistently act as a collaborative team player striving for the success of the business
- Have a passion for serving and are able to demonstrate tenacity and persistence
- Are motivated by results
- Communicate clearly and with confidence
- Thrive when working within deadlines in a fast-paced environment
- Maintain a positive rapport in challenging situations
- Present yourself well with a positive, proactive and professional approach
General Job Information:
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Starting pay is $16.00 per hour and is non-negotiable.
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Specialists are generally awarded shifts during a semi-annual shift bid and will work those hours accordingly. However, based upon business need your schedule may change at any time throughout the year. The Bayside customer care center operates Monday - Friday, 7:00am - 7:00pm and shift schedules will fall between operating hours. During times of inclement weather or other major events, specialists are expected to be on-call and work extended hours as well as mandatory overtime to support higher call volumes. Specialists are front-line employees just like our service technicians - if the power is out or there is a major weather event affecting power, they are expected to be here to serve our customers. We are open on holidays, for which you may sign up or be drafted to work during those times.
Targeted Start Date
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Monday, June 7, 2021
Training:
Successful candidates will receive extensive training to ensure they are knowledgeable and prepared to handle customer issues. The training will begin on your first day of employment and is expected to last approximately seven (7) weeks.
There will be no allowance for vacation time or absences during the training period as your consistent and reliable attendance will be required. Your continued employment will be contingent on successful completion of the training program.
Basic/Required Qualifications
- High School Diploma or GED, obtained at time of application submission
- One-year customer service experience (may include call center, hospitality, retail, etc.), either by phone or face to face
Desired Qualifications
- Some college or college degree
- 2+ years customer service experience (may include call center, hospitality, retail, etc.), preferably to include call center
- Experience promoting products and services in a call center environment
- Effective listening and communication skills and the ability to interact with external and/or internal customers in a professional, courteous and empathetic manner
- Ability to build trust and loyalty with customers, handle confidential information and act with integrity at all times
- Willingness to work in an environment that requires 100% phone-based customer interaction
- Ability to multi-task and navigate between multiple computer systems quickly and accurately while maintaining a dialogue with customers and meeting performance expectations
- Ability to work a flexible work schedule as described in the General Job Information section
Duke Energy
526 S Church St
Charlotte
North Carolina United States
www.duke-energy.com
