Customer Account Analyst I

Orlando Utilities Commission (OUC) • Orlando, FL

1d • $22 - $27 • Hybrid

About The Position

OUC - The Reliable One, is presently seeking a Customer Account Analyst I to join the Customer Billing Management division. At OUC, we don’t just work – we’re building a bright future of innovation and transformation for future generations.
We are looking for an analytical professional with a keen eye for detail and strong communication skills to ensure timely, accurate service order completion and billing for our utility customers. This role involves managing a variety of processes within our Customer Information System, including conducting research across multiple systems, performing financial calculations, making adjustments and corrections, balancing receivables, and maintaining customer financial records. You will also analyze exception items in reports to ensure full compliance with OUC’s Administrative Policies.
OUC’s mission is to provide exceptional value to our customers and community through the delivery of sustainable and reliable services and solutions. Click here to learn more about what we do.

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.
• 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
• 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.)

Responsibilities

• 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
• Analyze and research customer usage patterns and history for various services such as electricity, water, and irrigation to determine if unusually high or low usage is valid
• Analyze, research, and resolve 27 distinct billing exception types to ensure billing accuracy and data integrity
• Perform corrections to current and past bills in compliance to Administrative Policy
• Analyze and validate complex billing rates and programs including Wholesale and Retail Chilled Water, Sewer Credit, and Totalizer Billing for key customers
• Analyze, research, and resolve service agreement (SA) billing anomalies such as SAs without a recent bill; stopped SAs without a closing bill segment; active SAs that have never billed, and; SAs with gaps in billing history
• Review and analyze customer accounts to ensure the billing is being processed at the correct billing cycle
• Analyze, investigate, and resolve customer requests related to billing adjustments, malfunctioning electric or water meters, and meter crosses
• Issue credit and debit adjustments on customer accounts
• Perform other duties as assigned

Benefits

• Competitive compensation
• Low cost medical, dental benefits, and paid life insurance premiums with no probationary period Retirement benefits include a cash balance account with employer matching along with a health reimbursement account
• Paid vacation, holidays, and sick time
• Paid parental leave
• Educational and Professional assistance programs; Paid Memberships in Professional Associations
• Paid Conference and Training Opportunities
• Hybrid work schedule

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED