Field Support Analyst 1

Field Support Analyst 1 - FSA1

Location: Forest Park, GA 30297

Duration: 6-12 months

Job Summary

The Field Support Analyst role is to ensure the timely and accurate billing of Client Powers Lighting and Smart Services Business Unit, Video Surveillance, Colocation, & Utility Services customers. The Billing Analyst also conducts periodic audits of billing records and investigates and resolves customer disputes. The Billing Analyst will also support the customer collections process, including contacting customers on past-due invoices as needed.

Job Requirements

Education and Experience Requirements:

• Bachelors Degree preferred.
• Demonstrated technical expertise.
• Experience in complex rates, processes and/or billing applications strongly desired
• Extensive CSS knowledge
• High degree of proficiency in advanced desktop applications (Excel, Access)
• Customer Service / Marketing-Sales experience required

Knowledge, Skills & Abilities:

• Working knowledge of the following policies and procedures beneficial:
• Customer Service Standards
• Electric Service Rates and Tariffs for Commercial and Industrial Customers
• Commercial, Residential, Industrial, and Governmental lighting contracts and their terms & conditions
• C&I and Governmental Distribution Construction contracts, terms, and conditions
• C&I and Governmental Forestry Services contracts, terms, and conditions.
• Concepts of business compliance and controls
• General knowledge of databases
• Demonstrated analytical and problem-solving ability
• Demonstrated technical aptitude and technical innovation
• Personal Leadership
• Ability to work with less direct supervision
• Support a challenging, fast paced work environment
• Makes sound decisions
• Strong interpersonal and organizational skills
• Relationship and Team Builder at all levels

Major Job Responsibilities

• Billing
• Coordinate all activities for LSSBU and Power and Utility Services accounts to ensure accurate and timely billing for unregulated, governmental, and regulated customers.
• This includes serving as a central liaison for Marketing Key Account Managers, National Accounts, Pricing & Rates, Region Customer Service, Metering Specialists, and the Meter Data Management Team.
• All activities with Lighting Services Sales, Engineering, Materials and Coordination Specialists to ensure all data is available for monthly billing.
• Establish new LSSBU accounts and appropriately apply XXXX/rider combinations that adhere to Client Power Company Rules and Regulations.
• Coordinate the billing of New Contracts, Broken Contracts, NESBs and other items for one-time billing and on-going monthly charges.
• Compliance
• Review new unregulated commercial contracts and ensure all quality control validations are completed and that the contract is correct and accurate.
• Maintain accurate billing documentation for customer accounts through CSS, LAMP, Power Services Database, and Documentum
• Resolve WFMs and perform all associated monthly CSS compliance requirements
• Communicate with engineering and sales as corrections are needed.
• Find historical data for billing adjustments, auditing, etc.
• Analyze billing results based on commercial contracts & the appropriate regulated tariff such as Energy Outdoor Lighting (EOL), Time of Use (TOU), etc. Proactively communicate as needed to add customer value
• Analyze prints and maps to understand and reconcile data
• Review database to find pertinent information
• Billing Adjustments
• Adhere to all applicable compliance regulations for adjustments to electric service, XXXX/rider specific contract requirements, retention of documentation, and obtaining appropriate approvals as necessary.
• Utilize internal LSSBU, Utility Services, and GPC software for all offline calculations and monthly billing validation. (Systems used in tandem with CSS to effectively bill LSSBU accounts)
• Internal and External Customer Support
• Assist internal customers with Lighting and Utility Services questions and communicate accordingly
• Support the sales team to improve customer value and enhance sales
• New Business Support
• Assist with updating processes and communications as new businesses are added.