Full-Time Associate Call Center Representative

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

About the role

The Associate Call Center Representative will consult with customers on their billing inquiries, 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.

Responsibilities

• Provide high-quality customer interaction by handling customer needs with integrity and empathy in one transaction.
• Use professional judgment 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 act as a great ambassador for the Duke Energy brand.
• Perform other duties as assigned, including work on special projects.

Requirements

• High school diploma or GED completed at time of application submission.
• One year of customer service experience (may include call center, hospitality, retail, etc.), either by phone or face-to-face communications.

Qualifications (Preferred)

• Direct call center experience of 3+ years.
• Bachelor’s degree or associate degree.
• 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.
• Experience multitasking and working with various technologies using multiple monitors, screens, and applications.
• 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: Monday - Friday, 7:00 AM – 7:00 PM EST (Charlotte, NC only – hours may 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.

Training Details

• Training will start on the start date (Monday, 9/14/26) and last approximately the first 10 weeks, Monday - Friday from 8:00 AM to 4:30 PM EST.
• Required first-day onsite attendance at a Duke Energy call center location.
• Training may be held remotely and in-person after the first day onsite attendance.
• During the 10-week training period, there is no allowance for vacation time or absences.
• Continued employment will be contingent on successful completion of the training program.

Benefits

• 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 $20 per hour (non-negotiable).
• Annual and sales incentives provided based on performance.

Schedule

Start date for this posting is Monday, 9/14/26. Later cohort start dates may be considered, if necessary, based on business needs. Start date will be confirmed at the time of offer.