Thursday , February 2 2023

Duke Energy Employment For Service Schedule Administrator

Website Duke Energy Corporation

Job Description:

The Service Scheduling Administrator (SSA) is responsible for assigning, routing, and adjusting workloads of field service personnel in daily operations for all customer service and company committed work. The SSA answers a variety of inbound technicians, first responders, and emergency customer calls. This position should be able to handle calls that may require additional research and follow up. The SSA must be analytical, use judgment, and have problem-solving skills that resolve customer inquiries in a timely and accurate manner. This position covers after-hours technician support and maintains 24/7/365 coverage of customer emergency calls.

The Planning & Progression department is a centrally-led and regionally-executed operation responsible for receiving, routing and assigning all orders for the Natural Gas Business Unit. This position requires comprehensive knowledge of field operation workflow and independent judgment in order to optimize workloads when the operational environment changes. This position will require the ability to assess the nature of service call or emergency and employ appropriate human relations skills in order to fulfill the accountabilities in a competent manner. Responsible for scheduling service work and emergency response to a 3-state service area which operates on a 24/7/365 schedule. On average, receives approximately 56,000 emergency calls on an annual basis. Responsible for monitoring work flow for approximately 350 Service Technicians.

Job Responsibilities:

  • Make manual adjustments to the schedule when conditions change.
  • Completes and maintains accurate records and reports to comply with Company and regulatory requirements.
  • Assists and supports field personnel in addressing and resolving problems.
  • Assesses requirements, determines appropriate action and communicates decisions related to efficient use of all resources.
  • Monitors and re-optimizes workloads when the operational environment changes.
    Assigns same-day service orders
  • Monitors field staffing requirements and availability in making daily assignments.
  • Receives all incoming calls designated as emergencies, analyzes the nature of the emergency, and determines appropriate response.
  • Document, as appropriate, information related to emergency orders.
  • Monitors scheduled orders to ensure all order commitments are met.
  • Demonstrate individual leadership skills.
  • Responds to calls from the Contact Center and Service Technicians to assess, clarify and resolve service orders.
  • Monitor technician and order progress and status.
  • Performs other related duties as required.
  • Balances workload of Service Technicians system-wide.
  • Communicates with company personnel and community resources (police, fire, medical, etc.) to ensure appropriate response is being taken.
  • Instructs customer on appropriate safety measures or actions necessary.

Job Requirements:

  • Associates degree in Business
  • High School/GED degree
  • In addition to required degree, 3 years related work experience
  • Five or more years related work experience
  • Ability to demonstrate effective verbal and written communication skills
  • Demonstrated ability to manage emergency situations in a calm and effective manner
  • Proficiency with Microsoft Office Suite
  • Experience with Ventyx or other software for workforce order scheduling, and S2K or other customer information system

Job Details:

Company: Duke Energy Corporation

Vacancy Type: Full Time

Job Functions: Information Technology

Job Location: Charlotte, NC, US

Application Deadline: N/A

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