Bilingual Associate Call Center Representative - Spanish & English

Overview

Position:
Associate Call Center Representative at Duke Energy. Build an exciting, rewarding career with us and play an integral part of Duke Energy's customer success and satisfaction. This role has accountability for individual performance in customer satisfaction, quality, and productivity to ensure customers receive excellent service and business objectives are achieved. The Associate Call Center Representative will also consult with customers on billing inquiries, service orders, trouble calls, and various other needs.

The start of the posting includes information about the application process and the potential interview steps. Consider joining the Duke Energy team, where you ll find a friendly work environment, comprehensive benefits, and development opportunities.

• Paid Time Off, holidays, and sick leave
• Health, Dental, and Vision Insurance
• 401K plan with company match
• All necessary equipment provided

• The pay rate is $20 per hour (non-negotiable)
• Annual and sales incentives provided based on performance
• Bilingual specialists receive an additional premium of $1 added to their hourly rate of pay.

• The start date for this posting is Monday, 4/13/26. Later cohort start dates may be considered based on business needs. Start date will be confirmed at time of offer.

• 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.

• 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.
• Building genuine connections with customers and being a great ambassador for the Duke Energy brand.
• Perform other duties as assigned, including work on special projects.

• 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.

• Direct call center experience of 3+ years is preferred
• 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 multi-tasking and working with various technologies using multiple monitors, screens, applications etc.
• Ability to always handle and protect confidential information and act with integrity.

• 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
• Charlotte, NC only - hours of operation may include weekends and overnight shifts
• Mandatory Overtime & Storm Duty Calls - during times of inclement weather or other major events employees are expected to be on-call and work extended hours
• 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.

• 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:
  Not required
• Relocation Assistance Provided (as applicable):
  No
• Represented/Union Position:
  No
• Visa Sponsored Position:
  No