Field Support Analyst I (Billing Analyst)

Experience Level: 0–3 Years
Location: Forest Park, GA
Department: Lighting & Smart Services / Utility Services

Contract- 3 Years

Client- Georgia Power

Position Summary

The Field Support Analyst II (Billing Analyst) is responsible for ensuring the timely and accurate billing of Lighting & Smart Services, Video Surveillance, Colocation, and Utility Services customers. This role supports both regulated and unregulated billing processes, conducts audits, resolves disputes, and assists with collections activities.

The Analyst serves as a liaison across multiple departments and supports compliance, contract validation, rate application, and billing system accuracy. The ideal candidate has strong billing, customer service, and analytical skills and thrives in a fast-paced, compliance-driven environment.

Key Responsibilities

Billing & Account Coordination

• Ensure accurate and timely billing for Lighting & Smart Services Business Unit (LSSBU) and Utility Services accounts
• Coordinate with:
  • Marketing Key Account Managers
  • National Accounts
  • Pricing & Rates
  • Region Customer Service
  • Metering Specialists
  • Meter Data Management Team
• Establish new accounts and apply appropriate rate/rider combinations per company rules and regulations
• Coordinate billing for:
  • New Contracts
  • Broken Contracts
  • NESBs
  • One-time and recurring charges

Compliance & Quality Control

• Review unregulated commercial contracts for accuracy and completeness
• Maintain billing documentation in:
  • CSS
  • LAMP
  • Power Services Database
  • Documentum
• Perform monthly CSS compliance requirements
• Resolve WFM issues
• Ensure adherence to applicable regulatory and internal compliance standards

Billing Analysis & Adjustments

• Conduct periodic audits of billing records
• Investigate and resolve customer disputes
• Analyze billing results based on:
  • Commercial contracts
  • Regulated tariffs (EOL, TOU, etc.)
• Research historical data for billing adjustments and audits
• Perform offline billing calculations using internal systems
• Adhere to electric service adjustment compliance requirements

Customer & Internal Support

• Support internal and external customer inquiries
• Assist with collections activities, including contacting customers regarding past-due invoices
• Collaborate with Engineering and Sales to correct billing discrepancies
• Support new business onboarding and process updates

Required Qualifications

Education & Experience

• 0–3 years of billing and/or customer service experience
• Bachelor’s degree preferred
• Customer Service and/or Marketing/Sales experience required
• Experience with complex billing systems strongly desired

Technical Skills

• Proficiency in Microsoft Office Suite:
  • Excel (advanced preferred)
  • Word
  • Teams
  • Access
• Extensive CSS knowledge preferred
• General database knowledge
• Experience analyzing commercial contracts and tariffs preferred

Knowledge & Functional Understanding

Familiarity with:

• Customer Service Standards
• Electric Service Rates & Tariffs (Commercial & Industrial)
• Lighting Contracts (Commercial, Residential, Industrial, Governmental)
• Distribution Construction & Forestry Services Contracts
• Business compliance and controls

Core Competencies

• Strong analytical and problem-solving skills
• High attention to detail
• Ability to work independently with minimal supervision
• Strong interpersonal and communication skills
• Ability to perform in a fast-paced, deadline-driven environment
• Sound decision-making capability
• Team collaboration and relationship building

Ideal Candidate Profile

The ideal candidate is detail-oriented, analytical, and customer-focused with a foundational understanding of billing systems and contract compliance. This individual thrives in structured, compliance-driven environments and is comfortable coordinating across multiple departments.