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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.
:
Are you good at listening, anticipating customer needs and offering solutions?
Our team members are dynamic. They seek opportunities to take initiative, adjust quickly to change, have a positive attitude, and take responsibility for results. They are able to deliver a great customer experience, even when handling challenging situations by offering customers alternative solutions and enhanced products. If you enjoy interacting with customers in a variety of situations, from handling the simplest transaction to figuring out complex, multi-faceted scenarios, this role is for you. You are able to effectively guide each customer to the right solution in a timely and efficient manner…call after call, day after day. You enjoy multi-tasking and learning something new daily, all while still being able to perform routine and repetitive tasks. You maintain positivity while in calm, structured or high-pressured situations. You proudly serve as the empowered customer advocate as you balance and meet the needs of this changing business. You are your best, on purpose, every time.
The most important part of the job is that you’ll be building genuine connections with your customers while being a great ambassador for the Duke Energy brand. What you bring to the table is some experience and education, commitment to customer service and a strong work ethic.
In addition to a starting rate of $14.50/hour, this position includes an incentive program with the opportunity to earn hundreds of extra dollars in your paycheck!
Your major responsibilities will include:
arriving on time and adhering to your schedule
being an engaged customer advocate
meeting or exceeding performance targets
being a brand ambassador internally and externally
thinking on your feet and learning in an ever-changing environment
handling your customer’s needs with integrity and empathy in one transaction
accurately navigating and maneuvering through multiple computer applications and screens simultaneously
managing your time, recording it accurately and inputting it according to the company’s quality standards
actively engaging and participating in training and weekly coaching sessions
working on your own initiative and participating fully as part of a team under the guidance of a coach
adapting to constant change, i.e. program offerings, computer tools, process changes
As a successful applicant, you:
have customer service experience
possess a warm, friendly and engaging personality with a confident telephone manner
demonstrate good organizational skills
show a strong sense of responsibility and desire to get things done properly
are self-aware and understand the impact of your own performance and behavior
are highly self-motivated without self-importance
consistently act as a collaborative team player striving for the success of the business
have a passion for serving and are able to demonstrate tenacity and persistence
are motivated by results
communicate clearly and with confidence
thrive when working within deadlines in a fast-paced environment
maintain a positive rapport in challenging situations
present yourself well with a positive, proactive and professional approach
General Job Information:
Starting pay is $14.50 per hour. Based on performance, pay will generally increase by $0.50 at 6 and 12 month intervals and $0.25 at 18 and 24 month intervals. Future increases will be based on an annual performance review process.
Specialists are generally awarded shifts during an annual schedule bid and will work those shifts for 12 months. However, based upon business need your schedule may change at any time throughout the year. Our care centers are a 24 hour/7 days per week operation (this will include weekend and evening schedules). Representatives are expected to be on-call and work extended hours to support higher call volumes during times of inclement weather, an average of five to six total weeks per year, and report to work when other businesses and schools are closed. Specialists are front-line employees just like our service technicians – if the power is out or there is a major weather event affecting power, they are expected to be here to serve our customers. We are open on holidays, for which you may sign up or be drafted to work during those times
Training:
Successful candidates will receive extensive training to ensure they are knowledgeable and prepared to handle customer issues. The training will begin on or shortly after your first day of employment and is expected to last 9 weeks. The training classes and schedule will vary according to location and position. During the training period, your consistent and reliable attendance will be required. Your continued employment will be contingent on successful completion of the training program.
If selected for an interview and offered a position, your offer will be contingent upon your submitting to and successfully completing a drug test and criminal background check within a reasonable timeframe and prior to employment.
Testing:
If selected to move forward in the application process, you will be required to complete a computer-based simulation test (and/or bilingual test, if applicable) to assess your ability to perform the functions of a Customer Service Specialist. Testing and interviewing will be completed on the same day, the total time for this process will be between 3 to 5 hours. If you are selected to move forward, you will be contacted via email to schedule your test.
Testing dates will be: Monday, May 16 through Thursday May 19, 2016.
Qualifications
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Required/Basic Qualifications:
High School diploma or GED
One year customer service experience (may include call center, hospitality, retail, etc.), either by phone or face to face
Must be bilingual English/Spanish. Bilingual Candidates must be fluent in Spanish and English, must be able to read and translate from English to Spanish. (Minimum of two years of customer interaction or customer support experience is strongly preferred, either by phone or face to face)
Desired Qualifications:
Some college or college degree
2+ years customer service experience (may include call center, hospitality, retail, etc.), preferably to include call center
experience promoting products and services in a call center environment
Effective listening and communication skills and the ability to interact with external and/or internal customers in a professional, courteous and empathetic manner
Ability to build trust and loyalty with customers, handle confidential information and act with integrity at all times
Willingness to work in an environment that requires 100% phone-based customer interaction
Ability to multi-task and navigate between multiple computer systems quickly and accurately while maintaining a dialogue with customers and meeting performance expectations
Ability to work a flexible work schedule as described in the General Job Information section
Job
:
Customer Service
Primary Location
:
North Carolina-Raleigh-DE Progress-Raleigh(Ral),NC (4049)
Schedule
:
Full-time
Travel
:
No
Job Posting
:
Apr 27, 2016
Unposting Date
:
May 4, 2016
Relocation Assistance Provided
:
No
Represented/Union Position
:
No
Visa Sponsored Position
:
No
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