Bilingual Business Services Specialist – Customer Support

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.

Position Summary

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

The Bilingual Business Specialist I role is on the Business Services Team that supports Duke Energy’s small – medium-sized business customers and is highly focused on customer relationship management and promoting Duke Energy billing, payment, and digital channel offerings.  These business customers generally have 1 to 7 business accounts with Duke Energy and will contact our business teams for assistance with more complex account needs. 

The types of business customer requests include: billing, payment, deposits, service requests, program questions, and digital channel inquiries and assistance.  These business customers may have both Duke Energy electric and gas service accounts. 

The Business Specialists are highly focused on first contact resolution for customer inquiries and handle customer requests via phone and via digital channels (specialized email channel, business portals).  Team members will routinely collaborate with other departments (Revenue Services, Energy Delivery field operations, New Construction) to help assist customers with their business needs.

Consider joining the Duke Energy team, where you’ll find a friendly work environment, comprehensive benefits, and development opportunities. 

Please note: if selected, you will be contacted for a 30-45-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.

WE OFFER

• Paid Time Off, holidays, and sick leave

• Health, Dental, and Vision Insurance

• 401K plan with company match

• All necessary equipment provided

START DATE:

• The start date for this posting is Monday, 9/22/2025.

TRAINING DETAILS:

• Training will start on the start date and will last 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 is held remotely after first day onsite attendance

• During the 10 week training period, there is no allowance for vacation time or absences.

• Your continued employment will be contingent on successful completion of the training program.

Responsibilities

• Assist business customers with their requests for their business accounts related to billing, commercial rates, payments, reconnect/disconnect orders, billing & payment options, deposits, rate calculations and comparisons. 

• Promote Duke Energy’s digital channels to business customers so they can take advantage of on-line services for self-service and provide them with additional options and flexibility for their business needs.

• The Business Services Team is highly focused on ensuring business customers feel valued through strong relationship management, ensuring they are aware of our options for billing, payment and digital channels to suit their business’ unique needs and result in top-tier customer satisfaction survey results.

• Understand and communicate billing and commercial rate components such as KVAR, KVA, Demand, Load Factor, Ratchet, and Power Factor and how they are derived.

• Execute rate calculations and comparisons to determine appropriate rates.

• Obtain and provide interval data as requested by customers.

• Manage service agreement process to assure all new business customers receive an accurate service agreement as required by the Regional Utilities and Public Service Commissions.

• Assist business customers by supplying information regarding service requests and providing specific job-related service information.

• Assign preliminary accounts in customer systems for appropriate region-specific billing system and must obtain customer billing information such as street, suburb, zip code, mailing address.

• Interpret gas & electric policies, practices and service requirements and contacts and receive calls from internal customers concerning discrepancies in billing records and service order issues.

• Determine and quote service charges all types of gas and/or electric services.

• Assist business customers on our Energy Efficiency services available and connect these customers with our Business Energy Efficiency team. Analyze changes in consumption and troubleshoot solutions. Understand the concept of load management and Time of Use options available. Interprets gas and/or electric policies, practices and service requirements and ability to explain this information.

• Assist customers with power outage calls, provide restoration information and ensure they are registered for text notification services to receive alerts and ongoing updates for outage cause and restoration timeframe.

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Required/Basic Qualifications

• High School/GED degree

• In addition to required degree, one (1) year or more related work experience

• Must be bilingual in Spanish/English. Bilingual must be fluent in Spanish and English and must be able to read and translate from English to Spanish.

Preferred Qualifications

• Associate or bachelor’s degree

• Two (2) or more years of customer service experience with business customers or similar professional experience in a customer-facing position (in-person or by phone)

• Customer relationship management experience

• Data Entry experience (ability to type at 40+ words per minute (WPM))

• Knowledge of regulatory rules, regulations, inspections, and requirements.

• Ability to work efficiently in stressful situations - maintain composure in demanding and difficult situations

• Ability to organize and prioritize tasks

• Ability to interact well with both internal and external customers

• Ability to communicate clearly and effectively, both verbally and in writing using effective listening skills

• Effective problem solving and analytical skills with the ability to research and investigate and resolve customer requests or issues

• Experience asking follow-up and probing questions to identify and clarify customer issues to be addressed while exercising good judgment with appropriate questions

• Strong interpersonal skills with the ability to be flexible and effective when working with sensitive customer issues/concerns

• Exceptional skills using Microsoft Office products such as Word, Excel, PowerPoint, Outlook, etc.

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
• Hours of Operation - Monday - Friday, 7:00 AM – 7:00 PM EST
• 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.

Please Read: Steps in Hiring for Duke Energy BST

• Duke Energy 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 30-45-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.

Travel Requirements

Relocation Assistance Provided (as applicable)

Represented/Union Position

Visa Sponsored Position

Posting Expiration Date

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.

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