Service Schedule Administrator

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NOTE:

*** This position includes working weekends and holidays ***

**** Work shift for this position is 11:30 p.m. - 7:30 a.m.****

The Service Scheduling Administrator is responsible for assigning, routing, and adjusting workloads of field service personnel and initiating corrective action as needed in daily operations for all customer service and company committed work. The Service Scheduling Administrator answers a variety of inbound emergency customer calls. This position should be able to handle calls that require research and follow up. The Service Scheduling Administrator must use judgment and problem-solving skills that resolve customer inquiries in a timely and accurate manner. The Service Scheduling Administrator must achieve high levels of customer satisfaction while also meeting company goals for efficiency and cost effectiveness.

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 workflow for approximately 350 Service Technicians.

The Workforce Management Department is comprised of a centralized operation responsible for receiving and routing all customer service orders. The Department reports to the Director, Customer Contact Centers and is comprised of a manager, two Supervisors, Specialists, an Analyst and sufficient Service Scheduling Administrators to handle the fluctuating volume of customer calls. This Department operates on a continuous 24/7/365 schedule. The Service Scheduling Administrator 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.

Responsibilities

• Receives all incoming calls designated as emergencies, analyzes the nature of the emergency, and determines appropriate response.

• Instructs customer on appropriate safety measures or actions necessary.

• Communicates with company personnel and community resources (police, fire, medical, etc.) to ensure appropriate response is being taken.

• Document, as appropriate, information related to emergency orders.

• Assigns same-day service orders

• Monitors field staffing requirements and availability in making daily assignments.

• Balances workload of Service Technicians system wide.

• Monitor technician and order progress and status.

• Monitors scheduled orders to ensure all order commitments are met.

• Monitors and re-optimizes workloads when the operational environment changes.

• Make manual adjustments to the schedule when conditions change.

• Assists and supports field personnel in addressing and resolving problems.

• Responds to calls from the Contact Center and Service Technicians to assess, clarify and resolve service orders.

• Assesses requirements, determines appropriate action and communicates decisions related to efficient use of all resources.

• Completes and maintains accurate records and reports to comply with Company and regulatory requirements.

• Demonstrate individual leadership skills.

• Performs other related duties as required.

Basic/Required Qualifications

• High School diploma or GED and 3 years minimum 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

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

• Sedentary work exerting negligible amount of force frequently or constantly and/or up to 10 lbs. of force occasionally to lift, carry, push, pull, or otherwise move objects, involves sitting most of the time at a computer, but may involve walking or standing for brief periods of time

• Good visual acuity and hearing

• Flexibility to work within a department that operates 24 hours a day, 7 days a week, 365 days a year, including shift work, evenings, weekends, holidays and extended hours

Travel Requirements

Posting Expiration Date

All job postings expire at 12:01 AM on the posting expiration date.

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