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Service Scheduling Administrator (SSA)

Company: Duke Energy
Location: Charlotte
Posted on: August 17, 2019

Job Description:

Recruiter Duke Energy Location Charlotte, North Carolina Salary Competitive Posted 13 Aug 2019 Closes 12 Sep 2019 Ref R10296 Sector Power and Nuclear Category Planning Contract Type Permanent Hours Full Time You need to sign in or create an account to save More than a career - a chance to make a difference in people's lives. Build an exciting, rewarding career with us - help us make a difference for millions of people every day. Consider joining the Duke Energy team, where you'll find a friendly work environment, opportunities for growth and development, recognition for your work, and competitive pay and benefits. Work Schedule Details: The hours would be 3:30pm-12:00am Days off (Monday & Tuesday) 40 hour work week Wednesday - Sunday. Position Purpose: The Service Scheduling Administrator (SSA) is responsible for assigning, routing, and adjusting workloads of field service personnel in daily operations for all customer service and company committed work. The SSA answers a variety of inbound technicians, first responders, and emergency customer calls. This position should be able to handle calls that may require additional research and follow up. The SSA must be analytical, use judgment, and have problem-solving skills that resolve customer inquiries in a timely and accurate manner. This position covers after-hours technician support and maintains 24/7 coverage of customer emergency calls. Nature and Scope: The Planning & Progression department is a centrally-led and regionally-executed operation responsible for receiving, routing and assigning all orders for the Natural Gas Business Unit. This 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 & Duties: Receives incoming calls designated as emergencies, analyzes the nature of the emergency, and determines appropriate response. Instructs customer on appropriate safety measures or actions necessary. Documents information as related to emergency orders. Communicate with company personnel and community resources (internal management team, police, fire, medical, etc.) pertaining to the emergency. Assign same-day service orders. Monitor field staffing requirements and availability in making daily assignments. Monitor technician and order progress. Monitors scheduled orders to ensure all order commitments are met. Monitors and re-optimizes workloads when the operational environment changes. Uses all resources and tools to determine the best technician to assign and route emergency order types to. Assists and supports field personnel in addressing and resolving problems. Responds to calls from the Contact Center Team Leads and Service Technicians to assess, clarify and resolve service orders. Use GSA Lite to run outage reports due to cutlines. Uses Excel spreadsheet to analyze active/inactive customer accounts. Perform other duties as required and assigned. Basic/Required Qualifications: High school diploma or equivalent Three or more years of experience with related responsibilities in natural gas or other utilities segments Proficiency with Microsoft Suite of products and any email system Desired Qualifications: Associates Degree - Business or Communications Familiar with Asset Resource Management (ARM), FieldSmart, Service Suite , S2K, or other related computer information systems Experience scheduling and assigning work Ability to demonstrate effective verbal and written communication skills Demonstrated ability to manage emergency situations in a calm and effective manner Strong communication and interpersonal skills Highly organized and focused on time management Demonstrated analytical and problem-solving skills Ability to work independently Physical/Other Requirements: - 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 - Vision and hearing acuity for communication with others - Flexibility to work within a team that operates 24 hours a day, 7 days a week, 365 days a year, including shift work, evenings, weekends, holidays and extended hours may be required. Travel Requirements Not required Relocation Assistance Provided (as applicable) No Represented/Union Position No Visa Sponsored Position No Posting Expiration Date Tuesday, August 20, 2019 All job postings expire at 12:01 AM on the posting expiration date. Please note that in order to be considered for this position, you must possess all of the basic/required qualifications. Sign up for job alertsGet new jobs for this search by emailEmail jobs

Keywords: Duke Energy, Charlotte , Service Scheduling Administrator (SSA), Other , Charlotte, North Carolina

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