Full-Time Associate Call Center Representative

More than a career - a chance to make a difference in people's lives. 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.POSITION SUMMARYBuild an exciting, rewarding career with us and play an integral part of Duke Energy’s customer success and satisfaction as an Associate Call Center Representative.This role has a high degree of accountability for individual performance in the areas of customer satisfaction, quality, and productivity to ensure that customers receive excellent service and business objectives are achieved.The Associate Call Center Representative will also consult with customers on their billing inquires, service orders, trouble calls and various other needs. Consider joining the Duke Energy team, where you’ll find a friendly work environment, comprehensive benefits, and development opportunities. Please note: if selected, you will be contacted for a 30-45-minute mandatory video interview through Microsoft Teams. This video interview will be recorded and is required to proceed in the hiring process. Additionally, you will be required to be on-camera during the interview. WE OFFER

Paid Time Off, holidays, and sick leave

Health, Dental, and Vision Insurance

401K plan with company match

All necessary equipment provided

PAY:

The pay rate is $20 per hour (non-negotiable)

Annual and sales incentives provided based on performance

TARGET START DATE:

The target start date for this posting is Monday, 9/23/24. However, later start dates may be considered. A target start date will be determined at the time of offer, however may change based on business needs.

TRAINING DETAILS:

First 9 weeks, Monday - Friday from 8:00 AM to 4:30 PM EST

Required first day onsite attendance at a Duke Energy Call Center location

Training is held remotely after first day onsite attendance

During the 9-week training period, there is no allowance for vacation time or absences.

Your continued employment will be contingent on successful completion of the training program.

RESPONSIBILITIES INCLUDE, BUT NOT LIMITED TO THE FOLLOWING

Provide high quality customer interaction by handling customer’s needs with integrity and empathy in one transaction.

Use professional judgement and escalate customer issues/concerns to management when appropriate.

Participate in on-call rotation.

Promote sales of available products and services, as appropriate.

Building genuine connections with customers and being a great ambassador for the Duke Energy brand.

Perform other duties as assigned, including work on special projects.

REQUIRED QUALIFICATIONS

High school diploma or GED completed at time of application submission.

One year customer service experience (may include call center, hospitality, retail, etc.), either by phone or face to face communications.

DESIRED QUALIFICATIONS

Direct call center experience of 3+ years is preferred

Bachelor's degree or associate degree

Willingness to work in an environment that requires 100% phone-based customer interaction.

Effective listening and communication skills and the ability to interact with customers in a professional, courteous, and empathetic manner.

Experience multi-tasking and working with various technologies using multiple monitors, screens, applications etc.

Ability to always handle and protect confidential information and act with integrity.

WORKING CONDITIONS

Virtual - Work will be performed remotely but candidates are expected to live within a reasonable commute of a Duke Energy Call Center Facility

Work Schedule – work will be performed during Hours of Operation

Hours of Operation - Monday - Friday, 7:00 AM – 7:00 PM EST

Charlotte, NC only – Hours of Operation include weekends and overnight shifts

Mandatory Overtime & Storm Duty Calls - during times of inclement weather or other major events (such as hurricanes, snowstorms, etc.), employees are expected to be on-call and work extended hours, as well as mandatory overtime, to support higher call volumes.

Shift change occurs biannually, but may change at any time due to business need

Access to a reliable high-speed internet and a quiet work environment is required.

WHAT TO EXPECT: STEPS IN DUKE ENERGY’S HIRING PROCESS

Duke Energy Hiring Process (https://www.duke-energy.com/our-company/careers/customer-service)

Duke Energy Customer Care Assessment – required time sensitive/completion of online test

If selected, you will be contacted for a 30-45-minute mandatory video interview through Microsoft Teams. This video interview will be recorded and is required to proceed in the hiring process. Additionally, you will be required to be on-camera during the interview.

Candidates who accept the employment offer will be required to complete and pass a Duke Energy background check and drug test.

It is the policy of Duke Energy to maintain a drug-free workplace.

Travel RequirementsRelocation Assistance Provided (as applicable) NoRepresented/Union Position NoVisa Sponsored Position NoPosting Expiration Date Saturday, August 17, 2024All 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. Privacy (https://www.duke-energy.com/legal/privacy) Do Not Sell My Personal Information (CA)Terms of Use (https://www.duke-energy.com/legal/terms-of-use) AccessibilityAbout Duke Energy (https://www.duke-energy.com/our-company/about-us) Read about our commitment (https://www.duke-energy.com/our-company/about-us/diversity) to supporting a diverse and inclusive workforce. Learn how to set up job alerts here. (https://www.duke-energy.com/-/media/pdfs/our-company/careers/setting-up-job-alerts.pdf?la=en&rev=6962070124bd4580b5b0857fe0664750) View a step-by-step application guide (https://www.duke-energy.com/-/media/pdfs/our-company/202704-ext-job-postiing-application-job-aid.pdf?la=en&rev=ef1520f25bbd47dcbdba4a0dbda6db8d) for assistance in completing the process. Contact our team (RecruitingOperations@duke-energy.com?subject=Duke%20Energy%20External%20Career%20Site) for questions on our hiring process. Check on the status of your application on your Candidate Home (https://dukeenergy.wd1.myworkdayjobs.com/en-US/Search/userHome) page. Brighter opportunities. Brighter futures. Duke Energy values ideas that come from a diverse and inclusive workforce, and we’re dedicated to providing 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.Privacy (https://www.duke-energy.com/legal/privacy) California Consumer Privacy StatementDuke Energy Notice to Employees: Government Contractor Whistleblower Protections (https://www.duke-energy.com//media/PDFs/external/2023-DE-Whistleblower-Notice.pdf) Do Not Sell or Share My Personal Information (CA)Terms of Use (https://www.duke-energy.com/legal/terms-of-use) Accessibility