What are the responsibilities and job description for the Customer Account Analyst I position at TeamSoft IT Solutions?
Title: Customer Account Analyst I
Work Location: 100 West Anderson Street, Orlando, FL 32801
Work Model: Hybrid
Onsite Requirement: Tuesday, Wednesday, and Thursday; additional onsite days may be required based on business needs
Expected Duration: 3–6 months
Schedule: Monday–Friday, 8:00 AM–5:00 PM
Hours: 40 hours/week
Pay Rate Range: $25 to $30.00/hour
Primary Responsibilities
Required Technical Knowledge & Skills
Utility Billing / Customer Information Systems
Working knowledge of:
Familiarity with:
Required Experience & Education
High School Diploma or GED AND
Work Location: 100 West Anderson Street, Orlando, FL 32801
Work Model: Hybrid
Onsite Requirement: Tuesday, Wednesday, and Thursday; additional onsite days may be required based on business needs
Expected Duration: 3–6 months
Schedule: Monday–Friday, 8:00 AM–5:00 PM
Hours: 40 hours/week
Pay Rate Range: $25 to $30.00/hour
Primary 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 meter readings and perform billing corrections as needed.
- Analyze and resolve billing-related meter reading anomalies, including:
- Usage transactions not discarded
- Validation transactions not completed
- 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 during 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 all Service Agreements are billed as scheduled.
- Perform other duties as assigned.
Required Technical Knowledge & Skills
Utility Billing / Customer Information Systems
Working knowledge of:
- Billing statements
- Service orders and field activities
- Customer records and Customer Information Systems (CIS)
- Financial reports
- Metering data and units of measure, including:
- kWh
- kW
- KGAL
- Utility billing data, rates, and tariffs
Familiarity with:
- Microsoft Excel / spreadsheets
- Microsoft Word
- Microsoft PowerPoint
- Microsoft Outlook
- Oracle Customer Care & Billing (CC&B)
- Oracle Meter Data Management (MDM)
- Cognos
- NetSense
- Standard office equipment
- Strong analytical and problem-solving skills
- Ability to research and resolve complex account and billing issues
- Ability to perform arithmetic calculations using:
- Whole numbers
- Fractions
- Decimals
- Rates
- Ratios
- Percentages
- Ability to analyze financial and utility billing data
- Understanding of applicable industry, organizational, and departmental regulatory guidelines, best practices, and procedures
Required Experience & Education
High School Diploma or GED AND
- Minimum 5 years of customer call center or direct customer service experience handling higher-order requests, such as:
- Servicing customer accounts
- Processing payments
- Investigating account issues
- Minimum 1 year as an OUC Call Center Representative II, OR
- Minimum 3 years of experience in a water/energy utilities call center
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TeamSoft is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, or any other protected status under federal, state, or local law. We are committed to fostering a diverse and inclusive workplace.
Salary : $25 - $30