Job details

Bilingual Assoc Call Center Rep - Spanish & English (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.

Build an exciting, rewarding career with us and play an integral part of Duke Energy’s customer success and satisfaction as a Bilingual 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 Bilingual 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.

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 $17 per hour (non-negotiable)
Bilingual Specialists receive an additional language premium of $1 added to their hourly rate of pay.
Annual, quarterly and sales incentives provided based on performance

TARGET START DATE:

Monday, August 28, 2023 (non-negotiable)

TRAINING DETAILS:

First 8-9 weeks, Monday - Friday from 8:00 AM to 5:00 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 8–9-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 bring 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.
Must be bilingual in Spanish and English. Bilingual must be fluent in Spanish and English and must be able to read and translate from English to Spanish.

DESIRED QUALIFICATIONS

Bachelor’s degree or Associates degree
Direct call center experience of 2+ years is preferred
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.
Ability to multi-task and work 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
If selected, you will be contacted for a 45-minute phone 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

5-15%

Relocation Assistance Provided (as applicable)

Represented/Union Position

Visa Sponsored Position

Posting Expiration Date

Monday, July 24, 2023

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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