Customer Account Analyst - I (Utility Call Center)

Location: 100 West Anderson Street, Orlando, FL

Duration: 3-6 Month Contract (W2)

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 OUC Administrative Policy.

• 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.

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.

Additional Skills:

• 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.).

• 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.

• 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
• Candidate should start no later than Monday, August 3rd, 2026.