Depending on your shift you may have an 8-5... being it either an 8 hour or 10 hour day. Again depending on your shift you may work M-F or have days off during the week. If you're not so lucky or if you actually want it. There are Saturday hours as well. You will learn all about the electric utility industry as a base rep. The shame of the call center is, as a base rep you are timed on every call. It is quite difficult to maintain good call times do the extreme variation of call types you may receive. There are very few departmentalized calls. You will take the brunt of aggravated customers who call in. You will be expected to take the abuse of the customer and manage the call "quality" in a professional manor. Unless the customer asks for a supervisor repeatedly you cannot transfer the call. If you get the opportunity to advance, I recommend leaving the call center for another department.
There are a small handful of base reps that have stayed in the call center or with Duke Energy more than a few years. If you have the opportunity to sit by or near one, I suggest you soak up their skills by listening to a few calls. The Call Center has a "help tool" that is a real joke, in at least the antiquated version that they use. The system called "RoboHelp". If you are not familiar with the program / system, it allows you to create a searchable database of information. Similar to wikipedia but with less... However the department that updates this does a horrible job of staying c
ProsDiscounts with Verizon, Nationwide and others, usually well educated and experienced co-workers
Consbase wage less than the average in the industry, micro management, failures of corporate executives and management to address and resolve issues, lack of departmental communication, use of sick days results in negative reviews by management, shift bids, mandatory overtime after holiday or during storms
Unfortunately, Duke Energy is not a very well liked company and, as such, working for them, in any capacity, will mark you as public enemy number one; so much so that when we were given free t-shirts with the company logo on them, we were advised to not wear them in public as employees were being targeted. There are customers that have no issue with the company but the job requirements, generally, do not have you interacting with this customer base. On average, 86% of all customer interactions are negative. You will be screamed at. You will be called names. Your life will be threatened. The bottom line is, you must have a very healthy self esteem to work here. Mandatory overtime is almost constant, especially during the summer. You can anticipate to work over time, at least every single Monday. Twelve to fourteen hour shifts, sometimes weeks at a time, are not unheard of during major storm situations. Metric requirements are generally unreasonable. You have a scheduled break time but if the current customer interaction you are working on carries over into that break, you are expected to lose your break. Any attempt to take your break outside of said time is penalized. In addition to the basic job expectations, there is a minimum sales requirement. Even though it is not strictly enforced, you will be looked down upon and made to feel less than everyone else as your short-comings are announced to your entire team. The company is non-union. A recent attempt to un
Lots of micromanagement in the call center. Penalized for smallest mistakes and not answering questions in a scripted way. Poor communication call volume is extremely high training is decent but not all encompassing. Supervisors seem to have favorites. Vendor reps are not fully trained which puts more strain on company reps. Real micromanagement. I would be on phone with customer and management would live listen and be talking to me and same time I’m talking to customer. Company pushed for sales above customer satisfaction. Customer always came second upselling them. Only a favorite if you’re making sales. We were told a lot in training to not burn bridges because you never know who will be your manager etc. The customers are rude most of the time and the job is constantly stressful. Good things are in the area of Charlotte nc pay is higher than most call centers starting full time $ 17 a hour. Benefits are good. You get about 80 hrs of sick time but can’t go over 56 hrs. You are penalized if you do. You also get Pto and 2 personal days but it takes a lot to use them. vacation time is 40 hrs you have to bid during vacation bid. Company match 401k 6%. Sti bonus at the
End of each year is great this year we received 2500.00 bonus on top of our pay for customer service reps. Quarterly incentives for good attendance & quality are great also. I received 300$ for good attendance. The cons is the work life balance. You have to be on call during storms you could receive text/call on
Completed 3 co-op rotations at Duke in their environmental department with a focus on air emissions. Looking back on my co-op rotations I would have benefited more by co-oping at more of an industrial setting however these rotations helped sharpen my soft skills which are very important. Working in a cubical all week long and staring a computer screen can be dull but I kept myself amused with all of the reporting projects I was given. Nearly all of my coworkers were stationed outside of Cincinnati and our team communicated remotely. However, each and everyone one of the team members were extremely friendly and helpful. I felt I was excellently treated and appreciated which made going to work that much more enjoyable. However, the real base fundamentals of the job were just number crunching and spreadsheet analysis and not any real engineering work. I never had the opportunity to connect anything that I learned in the class room. While working in this role I got a real taste for what environmental work was really like. I learned quite a bit about all of the regulations that both state and federal government impose on any entity that releases anything into the environment. I experienced first hand the kind of rigorous detail utility companies have to provide in order to prove that their power plants and emission sources are in spec with both federal and state regulations.
ProsGood learning experience, great compensation, friendly and professional work environment, awesome coworkers
Cons95% of time spent at a desk, lack of classroom application
Unfortunately, with the merger, unexperienced mangement has been moved into positions of power over people. The policies make it impossible to do anything about abusive management, bullies, or outright jerks (especially in IT). It is currently impossible for employees to get away from these individuals (policy that people cannot work for anyone other than their current managers) or do anything about them (ethics hotline does not answer or return eMail, phone calls, etc. and HR essentially is nothing except a phone maze to providers). Employees of some managers are ordered to be in their chair in their cube 10 to 16 hours a day with 1/2 hour mandatory lunch, weekends, evenings, vacations, holidays, etc. and to be on call 24 hours a day (and respond to all requests within 15 minutes) or be fired. The culture from the CIO down is toxic at this time and has been heading in that direction for years. Additionally, it is next to impossible to get another job in the Charlotte area because practically every consulting firm has someone placed here and will not even talk to you unless you leave first. Management is very confrontational and work in a blame oriented environment. It is rather sad that this utility believes it is 'too large to fail, too arrogant to care, and too important to be touched either internally or by the law (yes employees are ordered to bill their time to capital projects they do not work on so the company can recover the costs from the ratepayers and then
Working for Duke Energy, they have a corporate culture that will never change. And I'm talking about the permanent employees. I was a contractor, and everyday you dealt with attitude, disrespect, etc on all phone calls. I spoke with Engineers, System Administrators, Architects, etc that didn't even know how to turn on their laptops. These people were making 6 figures and up. And us on the help desk were getting pennies an hour. Duke Energy has a culture that they treat the help desk as slaves. Oh sure when we were on site (before Covid 19) they would buy food for lunch, but it was only to keep people working. There was an employees there, that got caught playing video games onsite, and they are still employed because of nepotism (Father is an Executive).
WE call that white privilege. If you want to become permanent with Duke Energy, good luck. Seriously either if you have family (Nepotism seems to fly with this company), or someone that has known you that can pull you in. Besides that, you will never become permanent. Duke Energy will work you like a dog. At $20/ an hour you will do phone calls, chats and emails all at the same time. Interesting the starting rate in Washington DC is $25/ an hour for basic help desk, Tier One. Duke Energy taught me that even in this current time, their culture will not change and its almost like picking cotton. Apply if you want to for the EHD Help desk. I'm just giving you a warning and the truth.
ProsTraining Class was Excellent
ConsDealing with permanent employees who are so incompetent and Racism.
Good company with great work/life balance as well as benefits, pay is just acceptable.
Duke Energy has been a great company for me to work at as a co-op through college and now as a full time engineer. Work/life balance and benefits at the company are the best of the best, but salary/compensation is beginning to lag the industry which is disappointing. While the benefits are significantly above average, I believe the compensation is now slightly below average, at least as an engineer or technical based career. In general over the last 5 years the company has really cut costs and slimmed their workforce, and part of that can be seen in compensation packages. All the management I have dealt with have been great and support my growth, but you can tell management is extremely restricted in what they can do regarding promotions and pay increases. You tend to see promotions every 2 years with a 3% cost of living raise every year, no matter your performance or responsibility. While these consistent pay raises are nice, it is also a disappointing concept since there is not much incentive to truly excel at your job, knowing it likely will not change your career growth as it relates to promotion and pay. Overall I think Duke Energy is a great company to work at with hard to beat benefits and pay overall, but there are definitely better opportunities at other Fortune 100 companies as it relates to engineering/technology roles.
Management is awful and sneaky. A lot of drama and talking about other employees with employees. Unprofessional. I feel like they do the bare minimum to keep you going. The company itself does just enough to make you want to stay even though the job is horrible. Extremely micromanaged like no other, constantly on your back about minimal things. You’re constantly busy and when there is a rare opportunity to have a small break between calls management is once again on your neck about something you can’t even control. Zero empathy. Almost impossible to use PTO unless you request months in advance. There was a time my grandmother was sick and needed my help, simply leaving early one afternoon was a major inconvenience. Mind you, it was mid week-not a busy day and my supervisor wouldn’t let me use PTO. Co workers are racist to the point that it’s disturbing. Not being from the area, you just have to sit there uncomfortably and control your mouth. They also expect you to get to work early and check work orders before clocking in. They don’t give you even 5 minutes a day to complete work orders or make call backs. It’s very rare for a supervisor to call in a segment unless it’s for technical difficulties and even then it’s a huge inconvenience even if it’s out of your control. Bottom line...I can say well over a handful of cons about this place and not many positive things.
It was a job that was steady income to pay my household bills.
It was a typical call center setting. We were seated in personal and shared cubicles that contained our own computer station and telephone. We answered inbound calls from customers who had questions about their billing, wanted help in understanding their billing or just wanted to disconnect, connect or transfer their electric services. I learned how to be a more patient and understanding person when it came to dealing with the public. I learned the basics of office works, i.e. copier, fax, filing, Microsoft, typing, etc. My co-workers were all phenomenal people and we helped each other make it through the difficult type of customer calls. The hardest part of the job was having to take so many "bad" calls, or complaints about the company, being called everything but our names and just having to grin and bear it so-to-speak, but we all pushed through it and we persevered. Also having to work or go into work during inclement weather on dangerous road conditions, was not very enjoyable either. The most enjoyable part of the job was when we were allowed "offline" or off the phone time to do more clerical work, and also the pay was enjoyable as well and benefits that the company offered.
ProsPaid holidays, benefits, 401k/RSP, pay
Cons30 minute lunch break in that type of environment was tough, working during inclement weather (being required to drive on dangerous road conditions), being on call for 7 days at a time atleast once a month.
Bilingual Customer Service Associate | Lake Mary, FL | Dec 2, 2014
Why work for Duke Energy?
The company is very devoted to training employees and their resources available to provide support at the call center are amazing.
On a typical 8 hour day, you can expect to receive anywhere from 50-75 calls a day. During peak times at the beginning and end of the month when customers are moving, transferring, starting and stopping service you can get as many as 100 calls. Though it sounds overwhelming, calls are normally 300 seconds (5 minutes) and the day goes by so quickly.
The hardest part about the job is dealing with irate customers. Since the merger, hands on supervisor support has changed but it has taught CSR to take ownership of the calls.
Coworkers are like family and management has a great open door policy.
ProsClose to home, good overtime available, excellent benefits, great camaraderie, reputable company, beautiful work environment, excellent 6 weeks training, refresher training online consistently, free lunch during mandatory overtime
ConsMerger caused changes in policies and adjustment, Adjustment from family environment to strict corporate with little flexibilities, high level officers no longer local, Very little time allotted for adjusting to new systems, New market values for position have frozen pay increases, seasoned employees forced to take early retirement before merger, lost of valuable resources with early retirees, the lack of employees limits approval for planned time off and vacation
Questions And Answers about Duke Energy
What is the best part of working at Duke Energy?
Asked Apr 3, 2020
Answered Jun 21, 2022
Great people to work with. High caliber co-workers.
Answered Jun 9, 2022
If you were in charge, what would you do to make Duke Energy a better place to work?
Asked Jun 25, 2017
Pay the technicians better. We are what drives the organization forward and I believe pay is a great incentive for getting superior performance out of the single force driving the organization. The technicians deserve to know they are of great importance. Nothing states your important more than pay does in my eyes.
Answered Nov 11, 2020
Answered Oct 7, 2020
What advice would you give the CEO of Duke Energy about how to improve it?
Asked Aug 29, 2018
Monitor your smaller op centers and mediate the bullying from management and supervision. There are a number of small op center supervisors who play favorites and attack the outcasts to get family members in the door and push out people who they think are different.
Answered Nov 30, 2020
Visit and monitor the call centers without advising supervisors and see how much micromanage, favoritism, lack of motivation customer service representatives goes through everyday. If better trained and I care attitude supervisors were running the call center less employees turnover. (No back stabbing or retaliation) But reps are mentally drain by customer and abuse by certain supervisors that lack of soft and management skills. MAJOR REASON WHY REPS AT CALL CENTER ARE QUITTING. Management is horrible, Duke Energy is a great company.
Answered Aug 23, 2020
How are the working hours at Duke Energy?
Asked Feb 25, 2016
Hours are good in my position. I work a flex shift M-Th(9hr) with rotating F(8hrs) and F(off).
Answered Dec 7, 2018
Good hours. Mines is 10am-7pm monday thru Friday. Your only called in when its outages
Answered Aug 11, 2018
What is the most stressful part about working at Duke Energy?
Asked Dec 22, 2016
Reduction in workforce while increasing work load.
Answered Dec 7, 2018
Poor upper management/middle management. Make bad decisions.