Customer Account Analyst

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. Associate's 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.