Customer Account Analyst

:
Expected assignment duration 3 months contract with possible extension

Pay Rate:
Pay $24-$30/hr the pay rate may differ depending on your skills, education, experience, and other qualifications.

Featured Benefits:

• Medical Insurance in compliance with the ACA
• 401(k)
• Sick leave in compliance with applicable state, federal, and local laws

Job 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:
• 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, Net Sense);
• 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.).