Work Management Specialist II (Gastonia or Little Rock)

Job Summary This position is the intermediate level of the Work Management Specialist classification hierarchy. Employees at this level solve more complex problems and provide 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. The position is accountable for providing accurate and timely work results that support safety, reliability, storm restoration, and cost management while delivering exceptional customer service. It may also provide administrative support to multiple managers in a non‑exempt capacity. Responsibilities Maintain excellent customer service to operations, management and customers. Schedule and manage work to meet established timelines. Use tools and systems to communicate reliability details to external customers. Achieve acceptable availability during the normal work schedule and during emergency storm restoration after hours and on weekends. Takes ownership of customer issues and problems until they are resolved, including escalation resolution via the Customer Resolution Tool. Manage Customer Ready Work/AC Work – UG repairs to meet customer/builder deadlines. Facilitate communication between internal and external customers, and report job status details to appropriate personnel. Monitor multiple reports (Close Work, Capital and O&M Blanket, UG Repair/Replace, Damage Claims, Locates, Prereqs, etc.) to ensure process adherence and achieve customer‑related goals. Audit work performed to ensure accurate and timely billing; research ghost meters via Power BI; create billing for after‑hours trip charges and temporary meters. Process highway relocation work orders in collaboration with project managers and the Department of Transportation. Prepare correspondence, reports, presentations, agendas, minutes, and calendars using Word, PowerPoint, and Excel. Maintain confidential company and employee information discreetly. Verify and apply correct general ledger accounting in all work‑related applications; adhere to monthly accrual timelines and system entry cutoff dates. Reconcile work order materials, labor and equipment, and close out orders accurately in the work‑management system. Estimate within CU version; run material balancing reports and detailed cost reports to verify proper charging. Administer special projects across work groups (Employee Survey, United Way, Diversity and Inclusion, Well Power, etc.). Provide emergency restoration support, including dispatching, updating outage management tools, and coordinating event assignments. Support corporate initiatives, safety culture and continuous learning and development. Qualifications Basic / Required High School Diploma. Minimum 1 year of work‑related experience. Desired Qualifications Experience in ARCOS. General knowledge of applications used in Distribution, Customer Experience & Services. Proficiency in Microsoft Office (Word, PowerPoint, Excel). Effective written and verbal communication skills. Prior experience in customer service. Demonstrated flexibility, dependability, teamwork, and ability to work independently. Good judgment and prioritization of work. Knowledge of local ordinances, permits and inspections. Working Conditions Hybrid mobility – work will be performed from both remote and onsite locations after the onboarding period; employees must live within a reasonable daily commute to a Duke Energy facility. Must be able to start at 6am and work a flexible hourly schedule; after‑hours emergency storm restoration required. Valid driver’s license required; 5–15% travel. No visa sponsorship and this role requires lawful work in the United States. No relocation assistance provided (as applicable). Equal Opportunity Employer Duke Energy values ideas that come from a diverse and inclusive workforce, and we’re dedicated to creating a work environment where all people are valued, respected, and able to reach their full potential. Duke Energy is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, color, sex, pregnancy, childbirth or related medical conditions, including but not limited to lactation, religion, national origin, ancestry, ethnicity, citizenship, sexual orientation, gender identity, gender expression, age, marital status, physical or mental disability, genetic information, medical condition, military status, or protected veteran status. Duke Energy complies with all applicable state, federal and local laws, regulations and ordinances prohibiting discrimination. #J-18808-Ljbffr Duke Energy