Work Management Specialist I or Work Management Specialist II
Duke Energy, St. Petersburg, FL, United States
Job Summary
This position is the learner level of the Work Management Specialist classification hierarchy. It is responsible for providing work management support for Distribution, Customer Experience & Services, while working within the parameters of established processes and standards. The role provides administrative support to multiple managers and serves in a non‑exempt capacity. It is accountable for delivering accurate and timely work results that support safety, reliability, storm restoration, and cost management while providing quality customer service.
Responsibilities
Provide quality customer service and support to Distribution, Customer Experience & Services
Ensure work is scheduled and executed timely
Efficiently use available tools or systems to communicate reliability details to external customers
Ping meters during storms
Maintain an acceptable level of availability during normal work schedule and during emergency storm restoration after hours and weekends
Takes ownership of customer issues and problems until resolved, requesting assistance as needed
Maintain professional and courteous interactions in all contacts
Display a positive attitude
Facilitate communication between internal and external customers
Report job status details to appropriate personnel, communicating daily with C&M and Designers to ensure customers’ needs are met
Build knowledge and skills through training on construction standards, compatible units, construction prints, etc. used in Distribution, Customer Experience & Services
Assist with preliminary research and root‑cause analysis for customer issues
Collaborate with other work groups to ensure desired customer experience
Monitor various reports to ensure process adherence and achieve customer‑related goals – manage 40+ reports and queries related to Close Work, capital and O&M Blanket, UG Repair/Replace, Customer Ready Work, Locates Prerequisites, Service Request or Work Order statuses
Be knowledgeable of SAP
Maintain knowledge of Engineering and Construction standards, compatible units, construction prints, etc. used in Distribution, Customer Experience & Services, providing feedback to EDAs and Designers
Process and balance IBEW Bargaining Unit employee payroll and timesheet transactions
Collaborate weekly with Bargaining Unit employees
Process weekly ARCOS reports
Assists with maintenance of IBEW 1393 contract compliance
Assist with resolving customer escalations submitted by the CCO through the Customer Resolution Tool and manage Customer Ready Work/AC Work – UG repairs to meet customer/builder deadlines
Create and maintain joint use notifications with other utilities
Be available to work payroll holidays
Maintain confidential company/employee information in a professional and discreet manner
Cost Management
Assist in reconciling work order materials, labor, and equipment to represent actual field construction
Assist in resolving errors and prepare for close‑out of construction work orders in the work management system
Develop skill sets to report units of property to asset accounting accurately
Ensure timesheets are accurately recorded in the time management system in accordance with payroll guidelines; screen Field Performers’ timesheets for accuracy and notify C&M Supervision of any discrepancies
Create appropriate work orders to complete follow‑up work
Process Business Process Exception Management cases (BPEMs)
Reliability
Prepare for and provide emergency restoration support: dispatching, updating, completing, calling emergency locates, reporting oil spills, pinging meters, and updating ETORs as needed
Support the Distribution, Customer Experience & Services reliability programs or processes using appropriate work management applications
EE Engagement / Safety
Support Human Performance safety culture through active participation in safety meetings
Follow ergonomics and office safety guidelines
Support corporate initiatives
Demonstrate a commitment to continuous learning and development
Administer special projects across work groups as needed (Employee Survey, United Way, Diversity and Inclusion, Well Power, etc.)
Required Qualifications
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
Possess a general knowledge of applications used in Power Grid Operations
Prior customer service experience
Prior knowledge of Locates (811) is a plus
Demonstrate excellent customer skills
Possess effective written and verbal communication and interpersonal skills
Collaborate effectively in a team environment
Demonstrate knowledge of Microsoft Office software
Exhibit flexibility and dependability during normal work schedule and emergency storm restoration
Effectively manage stressful situations
Have one to three years of providing customer service support
Proficient with Microsoft Office software
Knowledgeable of Delivery Operations processes and work management and related computer applications
Preferred Qualifications
Demonstrate excellent customer skills
Exhibit flexibility and dependability during normal work schedule and emergency storm restoration
Collaborate effectively in a team environment
Demonstrate knowledge of Microsoft Office software
Possess effective written and verbal communication and interpersonal skills
Have one to three years of providing customer service support
Effectively manage stressful situations
Working Conditions
Monday‑Friday, 7 am‑5 pm
Hybrid mobility classification – work will be performed from both remote and onsite locations after a 90‑day onboarding period; hybrid employees should live within a reasonable commute to a Duke Energy facility
Three days in the office per week (set days) after the 90‑day onboarding period
Travel Requirements
15–25%
Relocation Assistance
No
Union Position
No
Visa Sponsored Position
No
Note
Please note that in order to be considered for this position, you must possess all of the basic/required qualifications.
#J-18808-Ljbffr
This position is the learner level of the Work Management Specialist classification hierarchy. It is responsible for providing work management support for Distribution, Customer Experience & Services, while working within the parameters of established processes and standards. The role provides administrative support to multiple managers and serves in a non‑exempt capacity. It is accountable for delivering accurate and timely work results that support safety, reliability, storm restoration, and cost management while providing quality customer service.
Responsibilities
Provide quality customer service and support to Distribution, Customer Experience & Services
Ensure work is scheduled and executed timely
Efficiently use available tools or systems to communicate reliability details to external customers
Ping meters during storms
Maintain an acceptable level of availability during normal work schedule and during emergency storm restoration after hours and weekends
Takes ownership of customer issues and problems until resolved, requesting assistance as needed
Maintain professional and courteous interactions in all contacts
Display a positive attitude
Facilitate communication between internal and external customers
Report job status details to appropriate personnel, communicating daily with C&M and Designers to ensure customers’ needs are met
Build knowledge and skills through training on construction standards, compatible units, construction prints, etc. used in Distribution, Customer Experience & Services
Assist with preliminary research and root‑cause analysis for customer issues
Collaborate with other work groups to ensure desired customer experience
Monitor various reports to ensure process adherence and achieve customer‑related goals – manage 40+ reports and queries related to Close Work, capital and O&M Blanket, UG Repair/Replace, Customer Ready Work, Locates Prerequisites, Service Request or Work Order statuses
Be knowledgeable of SAP
Maintain knowledge of Engineering and Construction standards, compatible units, construction prints, etc. used in Distribution, Customer Experience & Services, providing feedback to EDAs and Designers
Process and balance IBEW Bargaining Unit employee payroll and timesheet transactions
Collaborate weekly with Bargaining Unit employees
Process weekly ARCOS reports
Assists with maintenance of IBEW 1393 contract compliance
Assist with resolving customer escalations submitted by the CCO through the Customer Resolution Tool and manage Customer Ready Work/AC Work – UG repairs to meet customer/builder deadlines
Create and maintain joint use notifications with other utilities
Be available to work payroll holidays
Maintain confidential company/employee information in a professional and discreet manner
Cost Management
Assist in reconciling work order materials, labor, and equipment to represent actual field construction
Assist in resolving errors and prepare for close‑out of construction work orders in the work management system
Develop skill sets to report units of property to asset accounting accurately
Ensure timesheets are accurately recorded in the time management system in accordance with payroll guidelines; screen Field Performers’ timesheets for accuracy and notify C&M Supervision of any discrepancies
Create appropriate work orders to complete follow‑up work
Process Business Process Exception Management cases (BPEMs)
Reliability
Prepare for and provide emergency restoration support: dispatching, updating, completing, calling emergency locates, reporting oil spills, pinging meters, and updating ETORs as needed
Support the Distribution, Customer Experience & Services reliability programs or processes using appropriate work management applications
EE Engagement / Safety
Support Human Performance safety culture through active participation in safety meetings
Follow ergonomics and office safety guidelines
Support corporate initiatives
Demonstrate a commitment to continuous learning and development
Administer special projects across work groups as needed (Employee Survey, United Way, Diversity and Inclusion, Well Power, etc.)
Required Qualifications
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
Possess a general knowledge of applications used in Power Grid Operations
Prior customer service experience
Prior knowledge of Locates (811) is a plus
Demonstrate excellent customer skills
Possess effective written and verbal communication and interpersonal skills
Collaborate effectively in a team environment
Demonstrate knowledge of Microsoft Office software
Exhibit flexibility and dependability during normal work schedule and emergency storm restoration
Effectively manage stressful situations
Have one to three years of providing customer service support
Proficient with Microsoft Office software
Knowledgeable of Delivery Operations processes and work management and related computer applications
Preferred Qualifications
Demonstrate excellent customer skills
Exhibit flexibility and dependability during normal work schedule and emergency storm restoration
Collaborate effectively in a team environment
Demonstrate knowledge of Microsoft Office software
Possess effective written and verbal communication and interpersonal skills
Have one to three years of providing customer service support
Effectively manage stressful situations
Working Conditions
Monday‑Friday, 7 am‑5 pm
Hybrid mobility classification – work will be performed from both remote and onsite locations after a 90‑day onboarding period; hybrid employees should live within a reasonable commute to a Duke Energy facility
Three days in the office per week (set days) after the 90‑day onboarding period
Travel Requirements
15–25%
Relocation Assistance
No
Union Position
No
Visa Sponsored Position
No
Note
Please note that in order to be considered for this position, you must possess all of the basic/required qualifications.
#J-18808-Ljbffr