Full-Time Associate Call Center Representative (Virtual – NC, SC, FL & IN)

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 SUMMARY

Build 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, 1/13/25. 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 7 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 7-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

• Experience providing customer service support for Duke Energy

• Experience working as an Escalation’s Agent for Duke Energy

• Demonstrated performance enrolling customers in Duke Energy Residential Solutions Products and Services

• Current/most recent demonstrated performance of Duke Energy call center quality evaluations at 80% or better 

• 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

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

• Please note: the assessment includes a video introduction. You will need access to a camera.  Please make sure your camera is working prior to the start of the assessment.

• 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 Requirements

Relocation Assistance Provided (as applicable)

Represented/Union Position

Visa Sponsored Position

Posting Expiration Date

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.

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