Work Management Specialist II

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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

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

Facilitates communication between internal and external customers

Reports job status details to appropriate personnel as needed

Monitors various reports to ensure process adherence to achieve customer-related goals.

Provides feedback to supervision for coaching opportunities.

Maintains knowledge of Engineering and Construction standards, compatible units, construction prints, etc. used in Delivery Operations

Executes customer contracts for Distribution facilities.

Audits work performed to ensure customer is billed accurately and timely.

Uses software applications (e.g. Word, PowerPoint, Excel) to prepare correspondence, reports, presentations, agendas, minutes, manage calendars or meetings / meeting coordination etc.

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 recorded and sent to the appropriate department that processes the accrual.

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

Audits, reconciles, and processes contractor invoices ensuring documentation agrees with pay items, contracts are correct, and time and equipment charges agree with contractor timesheets.

Ensures 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.

Obtains approvals, calculates costs and generates invoices for, property damage claims, and miscellaneous costs.

Reliability

Prepares for and provides emergency restoration support including 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 Delivery Operations 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.

Required / Basic Qualifications

High School / GED degree

1+ years related work experience

Preferred Qualifications

2 years' work related experience

Experience with SAP and its Business Process Exception Management (BPEM)

Basic understanding of street lighting equipment

Possesses a working knowledge of Microsoft Office Software

Possesses a general knowledge of applications used in Delivery Operations

Demonstrates good judgment in decision making

Exhibits effective written and verbal communication skills

Collaborates effectively in a team environment

Works independently in resolving problems

Exhibits flexibility and dependability during normal work schedule and after hours emergency storm restoration

Prioritizes work effectively

Supports changing work environments, processes, and policies

Proficient in system applications used in Delivery Operations

Knowledge of local ordinances, permits, and inspections

Previous customer service experience

Working Conditions

Hybrid Mobility Classification Work will be performed from both remote and onsite locations after the onboarding period. However, hybrid employees should live within sixty (60) minutes daily commute to a Duke Energy facility.

Specific Requirements

Must have flexibility and dependability during normal work schedule and emergency storm restoration.

Travel Requirements

5-15%