Important Application Submission Information

In order to ensure your application is successfully received before the job posting expires, please submit your application by 11:59 PM on Saturday, April 25, 2026

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Position Summary

The Products and Service Coordinator I is responsible for supporting the Energy Wise Home Program by effectively managing inbound/outbound call volume processed through an Genesys phone system and various email. This position is responsible for effectively handling internal/external phone calls, pre-qualifying customers for eligibility of Demand Response (DR) programs, resolving Energy Wise Home customer calls and emails including but not limited to answering technical and program-related questions; troubleshoot electrical and/or appliance equipment problems; accurately complete data input, customer credits, rebates, and reports. This position is also responsible providing and documenting detailed explanations summarizing recommended solutions to the customer and dispatching information to the appropriate DE field representative and/or Trade Ally for action. Individual must exercise experience and judgment to complete tasks with 100% accuracy and attention to detail. Position required to update SAP/C4C and IntelliSOURCE records. Must be willing to work flexible hours including Saturday. Must be able to work efficiently with limited supervision, manage multiple demands and competing priorities while completing repetitive tasks: i.e., data entry.

Responsibilities

• Handle incoming and outgoing calls through Genesys phone system

• Handle various email and work order management systems

• Pre-qualify customers for eligibility of Demand Response (DR) programs

• Resolve Demand Response customer inquiries

• Document detailed explanations summarizing the recommended solutions

• Participate on assigned teams

Required/Basic Qualifications

• High School/GED degree

• 2 years related work experience

Desired Qualifications

• In addition to desired degree, 2 years related work experience

Additional Preferred Qualifications

• Ability to use technical analysis and investigative techniques

• Working knowledge of Customer Connect, product and program applications knowledge to resolve inquiries

• Interpersonal and communication skills and work well in a team environment

• Accounting skills for auditing system-generated reports against vendor invoices

• Personal openness to innovative ideas while respecting diversity and valuing the opinions of others

Working Conditions

• Must be willing to work flexible hours. 7:00 a.m. to 7:00 p.m. Monday through Friday including potential for Saturday

• Virtual Mobility Classification

• Work will be performed from a remote location after the onboarding period. However, virtual employees should live within a reasonable commute to a Duke Energy facility.

• Can perform almost all of their work from a remote location due to the nature of the job and available technology; do not require an assigned workspace; only occasionally need shared seating or collaboration space in a company facility

• Perform highly focused, individual work using the company’s standard technology and desktop applications

Specific Requirements

• Understanding of residential infrastructure like; electrical wiring, water heaters and heating & cooling systems.

• Excellent verbal communication skills and ability to resolve customer escalations

• Preferred bi-lingual in English and Spanish

Travel Requirements:

Not required

Relocation Assistance Provided (as applicable)

No

Represented/Union Position

No

Visa Sponsored Position

No

Please note that in order to be considered for this position, you must possess all of the basic/required qualifications.

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