Senior Work Management Specialist-Open to current PGO Employees Only
Duke Energy · Charlotte
Important Application Submission Information
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The Senior Work Management Specialist is the advanced level within the Work Management classification hierarchy. This role provides advanced technical, analytical, and work management support for Distribution, Customer Experience & Services. Working within established processes and standards, the incumbent uses independent judgment and initiative to support safety, reliability, storm restoration, customer satisfaction, and cost management objectives.
This position is responsible for delivering accurate and timely work results, resolving complex issues, supporting operational excellence, and serving as a subject matter expert for work management processes and systems.
Key Responsibilities
Customer Service & Operations Support
- Deliver exceptional customer service to operations, management, and customers.
- Collaborate proactively with internal work groups to ensure a positive customer experience.
- Investigate, analyze, and resolve complex work order, scheduling, and process issues.
- Take ownership of customer concerns through resolution, including escalated situations.
- Communicate effectively with internal and external customers, field personnel, and leadership teams.
- Report work status and project updates to stakeholders as required.
- Support continuous improvement initiatives and operational excellence efforts.
Work Management & Workflow Coordination
- Coordinate and manage work activities to ensure timely execution and completion.
- Monitor and maintain workflow efficiency across multiple work groups.
- Ensure compliance with work management standards, processes, and timelines.
- Audit completed work to ensure accurate and timely customer billing.
- Monitor reports and performance metrics to support process adherence.
- Support scheduling and dispatching of daily field work activities.
Financial & Cost Management
- Verify and apply appropriate general ledger accounting to work activities.
- Reconcile materials, labor, and equipment costs associated with construction and maintenance work.
- Support monthly accrual activities and invoice processing timelines.
- Prepare work orders for closeout and ensure accurate reporting to Asset Accounting.
- Utilize financial and work management systems to ensure project costs are accurately recorded and maintained.
- Generate expense reports and support reconciliation processes.
- Process property damage claims and miscellaneous billing activities through research, analysis, and documentation.
Reliability & Storm Restoration Support
- Provide emergency and storm restoration support, including dispatching, outage management, and resource coordination.
- Support emergency response activities such as locating services, outage updates, event management, and restoration tracking.
- Maintain outage management and storm resource tracking tools.
- Support reliability programs and initiatives through effective use of work management applications.
Administrative & Organizational Support
- Utilize Microsoft Office applications and company systems to prepare reports, presentations, correspondence, meeting materials, and other business documents.
- Maintain confidential information with professionalism and discretion.
- Support compliance requirements, including labor agreement administration and joint-use notifications.
- Administer special projects and support corporate initiatives as needed.
Safety & Employee Engagement
- Demonstrate commitment to safety through active participation in safety meetings and adherence to safety practices.
- Support Human Performance and safety culture initiatives.
- Follow ergonomic and workplace safety guidelines.
- Participate in continuous learning and professional development opportunities.
- Support employee engagement programs and organizational initiatives.
Required Qualifications
- High School diploma or GED.
- Minimum of 2 years of related work experience.
Preferred Qualifications
- Additional related experience beyond the minimum requirements.
- Advanced knowledge of applications used within Distribution, Customer Experience & Services.
- Experience with work management, scheduling, financial reconciliation, and customer support processes.
- Strong analytical, investigative, and problem-solving skills.
- Ability to independently resolve complex issues with minimal supervision.
- Demonstrated ability to manage competing priorities and meet deadlines.
- Strong written, verbal, and interpersonal communication skills.
- Experience handling escalated customer situations and resolving concerns effectively.
- Working knowledge of Microsoft Office applications, including Word, Excel, and PowerPoint.
- Knowledge of local ordinances, permits, inspections, and utility processes.
- Previous customer service experience.
- Ability to adapt to changing business environments, processes, and technologies.
- Flexibility to support after-hours emergency and storm restoration activities as needed.
- Proven ability to collaborate effectively within a team environment.
Travel Requirements
5-15%