Duke Energy Products & Service Coordinator II in St. Petersburg, Florida

More than a career - a chance to make a difference in people's lives.

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Position Summary

Support the Energy Wise Home Program by providing excellent customer service to internal and external customers as well as capable of performing back office data entry functions. Direct phone communication with external customers and internal departments, assuring that customer’s needs are met while exceeding expectations.

Position shares responsibility for accomplishment of FPSC mandated Demand Response (DR) goals by resolving inquiries that include answering technical and program-related questions to pre-qualifying customers for eligibility of DR programs and troubleshooting electrical, appliance equipment problems and DR device internet connectivity issues.


This position is responsible for answering and evaluating all EnergyWise Home (load management) customer calls processed through an Avaya phone system, various email and work order management systems. Resolution of customer inquiries will include but is not limited to answering technical and program-related questions and troubleshooting electrical, appliance equipment problems and DR device internet connectivity issues.

Provide and document detailed explanations summarizing the recommended solution to the customer and dispatch the information to the appropriate field representative and/or contractor for action. Responsible for the processing of returned work orders from the EnergyWise Home contractors within multiple systems, validating the accuracy of EnergyWise Home customer program credits as well as contractor invoices. Maintain accurate customer records in a timely manner.

Must be able to work efficiently with limited supervision. Manage multiple demands and competing priorities, ability to remain focused while multi-tasking between job functions including completing repetitive tasks i.e., data entry. Must be willing to work flexible hours. 7:00 a.m. to 7:00 p.m. Monday through Friday including potential for Saturday.

Requires the ability to use technical analysis and investigative techniques. Must have working knowledge of Customer Service Systems, Work Order Management Systems and product and program applications knowledge to resolve inquiries. Must demonstrate excellent interpersonal and communication skills and work well in a team environment. Must have working knowledge of personal computer applications (specifically MicroSoft Office Excel). Must utilize expert accounting skills for auditing system-generated reports against vendor invoices. Have values consistent with those of Duke Energy. Possesses and acts with a high level of integrity. Projects a confident, professional image. Collaborates effectively with others to achieve team results. Embraces change and shifts work assignments and schedules as required to meet customer and business needs. Demonstrates personal openness to innovative ideas while respecting diversity and valuing the opinions of others.

Demonstrates strong organizational/planning skills with ability to multi-task - Demonstrates ability to work in a team setting and contribute to team goals - Demonstrates effective written/verbal communications and interpersonal skills - Demonstrates strong customer service focus / orientation - Demonstrates the ability to work with MicroSoft Office products, specifically strong Excel skills - Demonstrates strong attention-to-detail skills - Demonstrates flexibility - Demonstrates analytical thinking High school diploma or GED equivalent required. Two-year post high school, specialized trade, technical school or college preferred. Minimum of one-year experience required, one to three years preferred. Basic knowledge of electrical theory, HVAC Systems, low voltage control circuits is also preferred.

Basic/Required Qualifications

  • Two-year post high school, specialized trade, technical school or college plus 1-3 years of like-work experience required.

  • 3-5 years of like-work experience including sales in lieu of a degree

Desired Qualifications

  • Bilingual (English and Spanish).

  • Specialized trade, technical school or college preferred.

  • One to three years’ experience preferred.

  • Basic knowledge of electrical theory, HVAC Systems, low voltage control circuits preferred.

Specific Requirements

  • Proficient in the Microsoft Office Suite software (Word, Excel, PowerPoint, Outlook).

  • Proficient in the use of Duke Energy's Customer Service System (CSS).

Travel Requirements


Relocation Assistance Provided (as applicable)No

Represented/Union PositionNo

Visa Sponsored PositionNo

Posting Expiration Date

Saturday, August 18, 2018

All job postings expire at 12:01 AM on the posting expiration date.

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

We are one of the largest electric power holding companies in the United States, supplying and delivering electricity to approximately 7.4 million U.S. customers. We have approximately 52,700 megawatts of electric generating capacity in the Carolinas, the Midwest and Florida – and natural gas distribution services serving more than 1.5 million customers in Ohio, Kentucky, Tennessee and the Carolinas. Our commercial and international businesses own and operate diverse power generation assets in North America and Latin America, including a portfolio of renewable energy assets.

Regardless of your skill set or specific interest, we're looking for the best and brightest talent in the industry. Our people make us great - and we're always looking for more. Find your career path today at Duke Energy, where it's more than a career - it's a chance to make a difference in people's lives.

Duke Energy is an Equal Opportunity Employer and complies with the laws set forth in the Department of Labor EEO Poster and Supplement.