Products & Services Coordinator

Build an exciting, rewarding career with us - help us make a difference for millions of people every day. Consider joining the Duke Energy team, where you'll find a friendly work environment, opportunities for growth and development, recognition for your work, and competitive pay and benefits. Summary The Products & Services Coordinator supports the EnergyWise Home program as a member of the Demand Operations Center (DOC). This role handles inbound and outbound customer calls, verifies customer and premise information, qualifies customers for enrollment, and creates and documents Field Service Requests (FSRs) and scheduling activity across multiple systems of record. The coordinator applies program rules, troubleshoots device and service issues, escalates exceptions appropriately, and maintains accurate, audit-ready documentation to support program enrollments, reliability, and customer satisfaction. RESPONSIBILITIES Program & Customer Support - Handle inbound and outbound customer calls for the EnergyWise Home program, responding to enrollment, service, and general program inquiries. Verify customer and premise information, qualify customers for enrollment, and complete program enrollments. Create, document, and track Field Service Requests (FSRs) and schedule in-home appointments, coordinating with field advisors and installation contractors. Troubleshoot device and service issues, apply program rules consistently, and escalates exceptions to the appropriate team. Maintain accurate, audit-ready records across all systems of record to support compliance and program reporting. Team & Community Engagement - Participate on assigned DOC teams and special projects, including process improvements and system testing. Support community outreach events and provide storm recovery support as assigned. Administrative Duties - Handle general administrative tasks as assigned, including maintaining procedures, job aids, and daily tracking. Basic/Required Qualifications High School Diploma/GED Minimum 2 years' related work experience Preferred Qualifications Call center experience Bilingual (English and Spanish) is highly desirable. Understand Duke Energy's Customer Information Systems (Salesforce and C4C). Ability to multi-task and navigate between multiple computer systems quickly and accurately while maintaining a dialogue with customers and meeting strict performance expectations. Working Conditions Virtual Mobility Classification - Work will be performed from a remote location after the onboarding period. However, virtual employees should live within a reasonable commute to a Duke Energy facility and must live within a footprint state of Duke Energy (NC, SC, FL, OH, KY, IN) or the DC metro area. Travel Requirements Not required 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. #J-18808-Ljbffr