Work Management Specialist I or Work Management Specialist II

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Number of positions: One (1) - Depending upon the desired qualifications of the successful applicant, the hiring manager may elect to fill this position at a higher level within the job hierarchy.

Mobility: Hybrid

Job Summary

This administrative & data entry position is the learner level of the Work Management Specialist classification hierarchy. This position is responsible for providing work management support for Distribution, Customer Experience & Services, while working within the parameters of established processes and standards. This position will provide administrative support to multiple managers and serves in a non-exempt capacity. This position is accountable for providing accurate and timely work results which support safety, reliability, storm restoration, and cost management while providing quality customer service.

Responsibilities

• Provides quality customer service and support to Power Grid Operations
• 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, requesting assistance as needed.
• Facilitates communication between internal and external customers
• Reports job status details to operation center personnel and others as requested
• Builds knowledge and skills through training of construction standards, compatible units, construction prints, etc. used in Power Grid Operations
• Ensures work is scheduled and executed timely
• Monitors various reports to ensure process adherence to achieve customer-related goals
• Research, root cause analysis and ownership of resolution of customer issues
• Provides feedback to supervision for coaching opportunities
• Collaborates with other work groups to ensure desired customer experience
• Professional and courteous in all contacts
• Uses software applications to prepare correspondence, reports, & presentations

Cost Management

• Creates appropriate work order to complete follow-up work
• Assists in reconciling work order materials, labor, and equipment to represent actual field construction
• Assists in resolving errors and prepares for close-out of construction work orders in work management system
• Develops skill set to report units of property to asset accounting accurately
• Responsible for bargaining unit payroll
• Ensures timesheet is accurately recorded in time management system in accordance with payroll guidelines
• Provides reports to Operations Leadership regarding bargaining unit employees

Reliability

• Prepares for and provides emergency restoration support as needed
• Supports the Power Grid Operations reliability programs or processes using appropriate work management applications

EE Engagement/Safety

• 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

Required/Basic Qualifications

Note: Dependent on relative experience, the level to which a candidate is aligned is outlined below.

Work Management Specialist I

• High school diploma/GED

Work Management Specialist II

• High school diploma/GED AND one (1) year minimum required related work experience

Desired Qualifications

• Able to provide Operations Center Administrative support
• Ability to multi-task & prioritize work effectively
• Ability to manage multiple competing priorities
• Knowledge of SAP software applications
• Knowledge of MAXIMO software applications
• Detail oriented
• Demonstrates excellent customer skills
• Ability to provide backup support for multiple work functions
• Possesses effective written and verbal communication and interpersonal skills
• Collaborates effectively in a team environment & works independently in resolving problems
• Exhibits flexibility and dependability during normal work schedule and emergency storm restoration
• Supports changing work environments, processes, and policies
• Proficient in Microsoft Office software
• Knowledge of local ordinances, permits, and inspections
• Knowledgeable of Power Grid Operations processes and work management and related computer applications
• Ability to provide extended in-person emergency response support during storm restoration efforts

Additional Preferred Qualifications

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

Working Conditions

• Hybrid mobility classification - work will be performed from both remote and onsite locations after the onboarding period of 90 days. However, hybrid employees should live within a reasonable commute to a Duke Energy facility.

Travel Requirements

5-15%

Relocation Assistance Provided (as applicable)

No

Represented/Union Position

No

Visa Sponsored Position

No. This is not a Visa Sponsored Position. This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

Please note that in order to be considered for this position, you must possess all of the basic/required qualifications.