Customer Account Specialist

Position Title: Customer Account Analyst - I (Hybrid) Duration: 06 months Contract on W2 (possible extension) 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 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. 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. 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 Info: Hybrid role with the expectation of three days onsite in the office: Tuesday, Wednesday, Thursday (Other days if there is a business need) #J-18808-Ljbffr