Customer Account Analyst - I (Utility Call Center)

Customer Account Analyst - I

Location: 100 West Anderson Street, Orlando, FL
Duration: 3-6 Month Contract (W2)

Position Description

Job Purpose

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 OUC 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

Technical Requirements

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.

Additional Skills:

• 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

Education / Certification / Years of Experience Requirements

• 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.; OR
• Associates 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 OUC Call Center Rep II OR three (3) years of experience in a 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 center.

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)
• Expected assignment duration: 3-6 months
• Candidate should start no later than Monday, August 3rd, 2026 .