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Customer Account Analyst - I

Varite, Inc

  • Orlando, FL
  • 1 day ago
  • $25–$30 Per Hour

Highlights

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 Client* 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.

Numbers & Facts

LocationOrlando, FL
Salary$25–$30 Per Hour

Description

Hybrid
Pay Rate Range: $25.00 - $30.00/hr on W2
Expected assignment duration: 3-6 months
Position Description:
  • 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 clients 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.).
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 Client* 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.

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