Customer Account Analyst

Utility Billing Analyst

Hybrid Pay Rate Range: $27.00/hr - $30.00/hr on W2. Position Description: Responsible for ensuring timely, accurate billing and service order completion for approximately 270,000 utility customers in five (5) municipalities in Central Florida. Work entails performing a variety of analytical and Customer Information System (CIS) processes including research in multiple systems; financial calculations, adjustments, and corrections; receivables balancing; customer financial and data record maintenance; analyzing and working exception items on reports, and compliance with clint Administrative Policy.

Primary Functions:

• Analyze and resolve billing, usage, and meter data exceptions to ensure billing accuracy and data integrity including complex rates such as Solar/Photovoltaic, and Time of Use.
• Analyze and validate billing rates and programs including Wholesale and Retail Chilled Water, and Sewer Credit, for key customers.
• Analyze corrective readings received from meters and perform billing corrections as needed.
• Analyze and resolve billing-related meter reading anomalies such as usage transactions not discarded, validation transactions not completed, and reading synchronization errors resulting in negative usage.
• Perform corrections to current and past bills in compliance with Administrative Policy.
• Review paper and electronic billing statements for accuracy when a validation exception occurs and approve their release to customers.
• Analyze, investigate, and resolve customer requests related to billing adjustments and malfunctioning meters; Analyze and resolve Move In, Move Out, Cut for Non-Payment, and Reconnect orders that were not automatically completed by the system.
• Review and analyze customer accounts to ensure billing is processed at the correct billing cycle.
• Issue credit and debit adjustments on customer accounts.
• Issue field activities and adjust billing as needed based on findings.
• Review accounts to ensure that all Service Agreements are billed as scheduled.
• Perform other duties as assigned.

Skills Required:

• Working knowledge of all but not limited to the following: Billing Statements; Service Orders and Field Activities; Customer Records and Customer Information Systems; Financial Reports; Metering data and Units of Measure (i.e. kWh, kW, KGAL, etc.); Utility billing data, rates, and tariffs.
• Familiarity with all, but not limited to the following: Spreadsheets (MS Excel); Software Applications (i.e. Oracle Customer Care & Billing, Oracle Meter Data Management, Cognos, NetSense); Related industry, organizational and departmental regulatory guidelines, best practices, and procedures.
• Problem solving and analytical skills.
• Ability to make arithmetic computations using whole numbers, fractions and decimals, and compute rates, ratios, and percentages.
• Ability to use Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, etc.) and standard office equipment (telephone, computer, copier, etc.).

Experience Required:

• High School Diploma or GED AND a minimum of five (5) years of customer call center or direct customer service experience handling higher order requests such as servicing accounts, processing payments, investigating account issues, etc.;
• Associate's degree in business, Finance, Accounting or a related field from an accredited college or university AND a minimum of four (4) years of customer call center or direct customer service experience handling higher order requests such as servicing accounts, processing payments, investigating account issues, etc.

Education Required:

• Above experience to include a minimum of one (1) year as an client Call Center Rep II OR three (3) years of experience in water/energy utilities call center; OR Bachelor's degree in business, Finance, Accounting or a related field from an accredited college or university AND a minimum of two (2) years of experience in a water/energy utilities call.

Additional Information:

• Hybrid role with the expectation of three days onsite in the office: Tuesday, Wednesday, Thursday (Other days if there is a business need)