Bilingual Customer Care Representative

Position Summary

Build an exciting, rewarding career with us and play an integral part in Piedmont Natural Gas' customer success and satisfaction as a Customer Care Specialist. 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 Customer Care Specialist will also consult with customers on their billing inquiries, service orders, trouble calls and various other needs.

Responsibilities

• 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.
• Build 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

• A 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 and fluent in Spanish and English. Must be able to read and translate from English to Spanish.

Desired Qualifications

• Experience providing customer service support for Duke Energy.
• Experience working as an Escalation’s Agent for Duke Energy.
• Demonstrated performance enrolling customers in Duke Energy Residential Solutions Products and Services.
• Direct call center experience of 3+ years is preferred.
• Bachelor’s degree or Associate’s degree.
• Willingness to work in an environment that requires 100% phone-based customer interaction.
• Experience multi-tasking and working with various technologies using multiple monitors, screens, applications etc.
• Effective listening and communication skills and the ability to interact with customers in a professional, courteous, and empathetic manner.
• Ability to always handle and protect confidential information and act with integrity.

Work Conditions

• Virtual - Work will be performed from a remote location after the onboarding period. However, virtual employees should live within a reasonable commute to the designated Duke Energy facility and will be asked to report to the facility once a month or for technical related issues.
• Access to a reliable high-speed internet and a quiet work environment is required.
• During times of inclement weather or other major events (such as hurricanes, snowstorms, etc.), Customer Care Specialists are expected to be on-call and work extended hours, as well as mandatory overtime, to support higher call volumes.

Privacy

Do Not Sell My Personal Information (CA)

Travel Requirements

Not required

Relocation Assistance Provided (as applicable)

No

Represented/Union Position

No

Visa Sponsored Position

No

What to Expect:

Steps in Duke Energy’s Hiring Process

• Duke Energy Customer Care Assessment – required time sensitive/completion of online test
• Please note: the assessment includes a video introduction. You will need access to a camera. Please make sure your camera is working prior to the start of the assessment.
• If selected, you will be contacted for a 45-minute mandatory video interview through Microsoft Teams. This video interview will be recorded and is required to proceed in the hiring process. Additionally, you will be required to be on-camera during the 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.

WORKING CONDITIONS

Virtual - Work will be performed from a remote location after the onboarding period. However, virtual employees should live within a reasonable commute to the designated Duke Energy facility and will be asked to report to the facility once a month or for technical related issues.

Access to a reliable high-speed internet and a quiet work environment is required.

During times of inclement weather or other major events (such as hurricanes, snowstorms, etc.), Customer Care Specialists are expected to be on-call and work extended hours, as well as mandatory overtime, to support higher call volumes.