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 270000 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
• Bachelors 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.

Required Skills:

Customer ServiceCustomer AccountData AnalysisExcelUtility BillingCall Center Operator