Service Order Specialist

OUC - The Reliable One, is presently seeking a Service Order Specialist to join the Customer Experience & Sales division. At OUC, we don’t just work – we’re building a bright future of innovation and transformation for future generations.

We’re looking for a detail-oriented, analytical problem-solver to help deliver accurate, timely service by investigating and resolving service orders that cannot be completed automatically. In this role, you’ll research account and meter data, resolve discrepancies, and support move-ins, move-outs, meter issues, and service connections, helping keep customer accounts accurate and utility operations running smoothly.

Working closely with customer service, billing, and field operations, you’ll troubleshoot complex issues, resolve escalated requests, and ensure time-sensitive service orders are completed correctly in our Customer Information System. Success requires a customer-focused, resourceful, and action-oriented professional who enjoys investigative work, identifies underlying causes, and follows through on solutions in a fast-paced utility environment.

OUC’s mission is to provide exceptional value to our customers and community by delivering sustainable and reliable services and solutions. Click here to learn more about what we do.

The ideal candidate will have:

• High School Diploma or GED AND a minimum of seven (7) years of customer call center experience or direct customer service experience handling higher order requests such as servicing accounts, processing payments, investigating account issues, etc.; OR a minimum of seven (7) years experience in a water/energy utilities field service role such as a field technician; OR
• Associates Degree from an accredited college or university AND a minimum of four (4) years of customer call center experience or direct customer service experience handing higher order requests such as servicing accounts, processing payments, investigating account issues, etc.; OR a minimum of four (4) years experience in a water/energy utilities field service role such as a field technician
• Candidates qualifying with customer service experience must have a minimum of two (2) years of experience within the water/energy utilities industry

OUC offers a very competitive compensation and benefits package. Our Total Rewards package includes, to cite a few:

• Competitive compensation
• Low-cost medical, dental, and vision benefits and paid life insurance premiums with no probationary period. Retirement benefits include a cash balance account with employer matching along with a health reimbursement account
• Paid vacation, holidays, and sick time
• Educational and Professional assistance programs; Paid Memberships in Professional Associations
• Access to workout facilities at each location
• Paid Conference and Training Opportunities
• Hybrid work schedule

Click here to view our Benefits Summary.

Salary Range: $25.385 to $31.731per hour commensurate with experience (estimated $52,800.80 to $66,000.48 annually)

Location: “The Greenest Building in Downtown”- Reliable Plaza, 100 W. Anderson St., Orlando, FL 32801

Applicants must be legally authorized to work in the United States at the time of application. This organization does not offer or sponsor employment visas for internship or full-time positions.

Job Purpose

Analyze, research, and close field orders with anomalies that prevent automated completion. Perform research on customer accounts and services to properly close field orders for accurate billing. Complete electric and water meter exchanges, removals, and new meter sets in a timely manner. Analyze and work exception items on reports. Respond to email and phone requests for analysis and investigation of issues with all types of Service Orders.

Primary Functions

• Analyze, research, and complete in OUC's Customer Information System (CIS) open Water Meter Shop field activities daily such as meter exchanges; meter display issues; dial resets; dead meters; AMI communication failures; service starts for installations of domestic water, reclaimed water, irrigation, and backflow meters, and; other water meter field activities related to meter reading, communication, and registration.
• Analyze and complete orders for disconnection of service for non-payment, and reconnection of service when a payment is made after service was disconnected for non-payment that failed to disconnect or reconnect the customer's service automatically. Completion of this type of order is very time-sensitive because a customer's service remains off until the order is completed.
• Analyze, research, and complete in OUC's Customer Information System (CIS) 26 distinct types of open Revenue Assurance field activities weekly such as pending start or stop service, service agreement expiration, reading verification, service reconnection, and disconnection for non-payment.
• Analyze, investigate, research, and resolve requests sent from various OUC work groups to the SOMT Email mailbox, including escalated requests from Customer Service management and the Customer Resolution and Escalation Teams.
• Research, investigate, and analyze meter configuration exceptions and anomalies daily such as readings with too many or too few digits, incorrect demand and/or kWh multiplier, etc. Research, investigate, and analyze meter configuration exceptions and anomalies daily such as readings with too many or too few digits, incorrect demand and/or kWh multiplier, etc.
• Analyze, research, and resolve requests sent by field technicians for additional work to be completed on field orders before completion.
• Analyze, research, and complete in CIS 21 distinct types of open Service Dispatch field activities monthly.
• Analyze electric, water, reclaimed, and irrigation meters reporting zero usage for three consecutive months and issue Check if Dead (CID) field activities for those that cannot be verified as valid zero usage via research and analysis of customer records.
• Review report for Itron meters and update customer records when a meter number discrepancy, stolen meter, or meter cross is identified in the field.
• Communicate via email, phone, and in person with personnel in various OUC work groups to resolve issues impeding order completion.
• Perform other duties as assigned.

Technical requirements

• Working knowledge of all, but not limited to the following:
  • Field order activities
  • Customer Records and Customer Information Systems
• Familiarity with all, but not limited to the following:
  • Spreadsheets (MS Excel)
  • Related industry, organizational and departmental regulatory guidelines, best practices, and procedures
• Problem solving and analytical skills
• Basic mathematical proficiency (addition, subtraction, multiplication, division, decimals)
• Ability to:
  • Evaluate customer information and identify needed corrections
  • Use standard office equipment and applications
  • Effectively communicate via e-mail
  • Use standard office equipment and applications
  • Follow standard procedures and answer questions within scope of job duties

Education/Certification/Years of Experience Requirements

• High School Diploma or GED AND a minimum of seven (7) years of customer call center experience or direct customer service experience handing higher order requests such as servicing accounts, processing payments, investigating account issues, etc.; OR a minimum of seven (7) years experience in a water/energy utilities field service role such as a field technician; OR
• Associates Degree from an accredited college or university AND a minimum of four (4) years of customer call center experience or direct customer service experience handing higher order requests such as servicing accounts, processing payments, investigating account issues, etc.; OR a minimum of four (4) years experience in a water/energy utilities field service role such as a field technician
• Candidates qualifying with customer service experience must have a minimum of two (2) years of experience within the water/energy utilities industry

Working Conditions

This job is absent of disagreeable working conditions. This job is performed in a standard office setting.

Physical Requirements

This job consists of frequent speaking, hearing, and reading. This job may consist of repetitive motions, typing, and writing. This job may consist of standing, walking, sitting and bending/ stooping.

OUC–The Reliable One is an Equal Opportunity Employer who is committed through responsible management policies to recruit, hire, promote, train, transfer, compensate, and administer all other personnel actions without regard to race, color, ethnicity, national origin, age, religion, disability, marital status, gender, sexual orientation, gender identity or expression, genetic information and any other factor prohibited under applicable federal, state, and local civil rights laws, rules, and regulations.

EOE M/F/Vets/Disabled