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Position 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 customer's 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 PowerBi 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 

Assists with maintenance of IBEW 1393 contract compliance  

Creates and maintains joint use notifications with other utilities 

Appropriately dispatches daily work to field performers  

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 ticket 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. Asbuilt est version once all material is balanced and errors resolved. Utilize financial application PowerPlan to ensure Units of Property are recorded and project is closed accurately. Run PowerBI report weekly and update SubOps and Asbuilts - update local related tracking spreadsheets.

Collaborates with C&M Supervisors to ensure timesheets are accurately completed and recorded in time management system in accordance with payroll guidelines

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. Extensively 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 back 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

Updates storm resource tracking and outage management tools during storm restoration

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.)

Required/Basic Qualifications for Work Management Specialist I

High School/GED degree

Required/Basic Qualifications for Work Management Specialist II

High School/GED degree

In addition to required degree, one year of related work experience.

Additional Preferred Qualifications

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 – Work will be performed from both remote and onsite locations. However, hybrid employees should live within a reasonable commute to the designated Duke Energy facility. 

Travel Requirements

Not required

Relocation Assistance Provided (as applicable)No

Represented/Union PositionNo

Visa Sponsored PositionNo

Posting Expiration Date

Saturday, September 13, 2025

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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