Utility Billing Analyst W2 Contract

Location: Orlando FL
Employment Type: Temporary Contract
Contract Duration: 3 to 6 Months
Work Arrangement: Hybrid - 3 days onsite (Tuesday Wednesday Thursday; other days if there is a business need)

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 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

• 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 a 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).

Contract Duration: 3 to 6 Months

Required Skills:

Customer ServiceCall centerUtility Billing