Important Application Submission Information
In order to ensure your application is successfully received before the job posting expires, please submit your application by 11:59 PM on Saturday, July 25, 2026
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**Job Summary**
This position is the intermediate level of the Work Management Specialist classification hierarchy. Employees at this level solve more complex problems and this position is responsible for providing technical, analytical and work management support for Distribution, Customer Experience & Services. The incumbent, working within the parameters of established processes and standards, uses independent judgment and initiative to complete assigned tasks. This position is accountable for providing accurate and timely work results which support safety, reliability, storm restoration, and cost management while providing exceptional customer service. This position may also be utilized to provide administrative support to multiple managers and serves in a non-exempt capacity.
**Responsibilities**
Maintains excellent customer service to operations, management, and customers
- Ensures work is scheduled and managed to meet an established timeline
- Develops an increasing knowledge of the organization, procedures, and customers.
- Efficiently uses available tools or systems to effectively communicate reliability details to external customers
- 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
- Assists with resolving customer escalations submitted by the CCO through the Customer Resolution Tool and manages Customer Ready Work/AC Work - UG repairs to meet customer/builder deadlines.
- Facilitates communication between internal and external customers
- Reports job status details to appropriate personnel as needed - communicating daily with C&M and Designers to ensure customers’ needs are met.
- Monitors various reports to ensure process adherence to achieve customer-related goals - manage 40 plus reports and queries related to Close Work, capital and O&M Blanket, UG Repair/Replace, Customer Ready Work, Damage Claims, Locates - new and refresh, Open prereq, Site Restore-research for responsible party assign to CS or RS for resolution, Upgrade, 295A, Null, Error, Inprg w/no labor, Default, Suspend, request to cancel and MB, Daily All -check outage notes that requires follow-up and verify SR or WO was created, also check SAP for correct meter install/remove verification vs daily all and update SAP ZTMD inspection requirement as needed.
- Effectively communicates with C&M leadership and employees regarding proper execution of work.
- Maintains knowledge of Engineering and Construction standards, compatible units, construction prints, etc. used in Distribution, Customer Experience & Services-providing feedback to EDAs and Designers.
- Audits work performed to ensure customer is billed accurately and timely-researching and supporting -research, create billing for after-hours trip charges, create billing for temporary meters that do not process through SAP correctly, analyze Power BI report to resolve ghost meters in the 15–44-day timeframe. See description below of programs for researching ghost meters.
- Provides research, root cause analysis, and resolves customer issues
- Processes highway relocation work orders, collaborating with project managers and the Department of Transportation
- Uses software applications (e.g. Word, PowerPoint, Excel) to prepare correspondence, reports, presentations, agendas, minutes, manage calendars or meetings/meeting coordination etc.
- Maintains confidential Company/Employee information in a professional and discreet manner
- Creates and maintains joint use notifications with other utilities
Cost Management
- Verifies and applies correct general ledger accounting in all work- related applications and functions.
- Adheres to monthly accrual timelines and system entry cutoff dates.
- Ensures that all invoices on hand are thoroughly interrogated for proper charging and sent to the appropriate department that processes the accrual.
- Creates reconciliation of credit cards and creation of expense reports for reimbursable items not purchased on company credit card and ensures proper GL accounting is applied
- Reconciles work order materials, labor, and equipment to represent actual field construction
- Resolves all errors and prepares construction work orders for close-out in work management system, properly reporting units of property to Asset Accounting- Review Construction maps, logs, CU payment, billing, and plans tab. Compare all and ensure material was used, payment issued and work is complete. Perform estimation within CU version, run material balancing report (MBR), balance material by issuing and returning to/from accounting storeroom. Run detailed cost report to verify all CUs are charged to the correct MX project. Running Addition and Retirement report (ARR). Investigate any errors, can be time consuming can result in IT tickets or reaching out to PM, Engineers and/or CS to resolve. Manage any open prereqs, often must reach out to others to have them completed. As-built est version once all material is balanced and errors resolved. Utilize financial application Power Plan to ensure Units of Property are recorded and project is closed accurately. Run Power BI report weekly and update SubOps and As-builts - update local related tracking spreadsheets.
- Creates appropriate work order to complete follow-up work utilizing the most cost-effective resource and skillset - collaborate with contractors to ensure adherence to due dates on UG repair/replace. Negotiate Collaborate with customer and contractor to meet customer needs related to required work.
- Obtains approvals, calculates costs and generates invoices for property damage claims and miscellaneous costs. Extensive researches and analyzes damage orders to ensure proper billing for PRG to bill damager. Ensures all material (CUs) and labor is documented on the WO for dollars to be returned to the company. Ensure abandoned claims are updated weekly and Hold query is managed appropriately. Backend process on the billing tab to ensure payment was accurate.
Reliability
- Prepares for and provides emergency restoration support including dispatching, updating, completing, calling emergency locates, reporting oil spills, pinging meters, updating ETORs, and allocating event assignments to damage assessors and clearing events in outage management tools
- Supports the execution of specific Distribution, Customer Experience & Services 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
- Administers special projects across work groups as needed (Employee Survey, United Way, Diversity and Inclusion, Well Power, etc.)
**Basic/Required**
- High School Diploma
- Minimum 1 year work related experience
**Desired Qualifications**
- ARCOS
- 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. However, hybrid employees should live within a reasonable daily commute to a Duke Energy facility.
- Must be able to prioritize work and work independently
- Flexible hourly schedule, must be able to start at 6am
**Specific Requirements**
**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.
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