Meter Exception & Resolution Analyst

VIVA USA Inc; Columbus (OH); Hybrid; USD 65,000 - 90,000; Full time

Job summary

VIVA USA Inc. is seeking a Meter Exception & Resolution Analyst to investigate meter reading exceptions and root causes, ensuring accurate consumption data for billing. The role coordinates across Meter Operations, Field Services, AMI Operations, Billing, and Customer Ops to drive issue resolution and improve read performance.

The position emphasizes proactive investigation, case management, and cross-functional collaboration with a hybrid schedule (Tue, Wed, Thurs). 8:00 AM–5:00 PM typical.

Qualifications

• 2-yr degree AS or AA required.
• 4–5 years of experience in a similar role.
• Strong analytical and problem-solving capabilities.
• Excellent communication, both oral and written.
• Ability to coordinate work across multiple departments.
• Proficient in Excel and data analysis.

Responsibilities

• Investigate meter reading exceptions and root causes.
• Analyze meter, AMI/AMR, billing data to identify barriers.
• Coordinate resolution activities with multiple departments.
• Monitor corrective actions and ensure timely completion.
• Assess feedback to determine if further investigation is needed.
• Verify readings post-action for downstream billing.

Skills

Analytical skills

Problem solving

Oral and written communication

Cross-functional coordination

Data analysis

Attention to detail

Education

AS or AA degree

Tools

Microsoft Excel

Job description

The Meter Exception & Resolution Analyst is responsible for investigating meter reading exceptions and identifying the root causes that prevent successful meter reads, AMI communications, or accurate customer billing. This position serves as the central point of coordination for meter-related issues, working across multiple departments to drive issue resolution, remove barriers to obtaining meter reads, and ensure accurate consumption data is delivered to billing. The role supports improved read performance, reduced estimated bills, enhanced customer experience, and increased operational efficiency through proactive investigation, case management, and cross-functional collaboration. This role will be hybrid - Tues, Wed and Thurs

Responsibilities:

Essential Functions

• 1. Investigate meter reading exceptions, communication failures, consecutive estimated bill accounts, and other meter-related issues to determine and document the underlying root cause.
• 2. Analyze meter, AMI, AMR, billing, customer, and operational data to identify barriers preventing successful meter reads and develop action plan for corrective action.
• 3. Coordinate with Meter Operations, Field Services, AMI Operations, Billing, Customer Operations, and other business areas to assign and track resolution activities.
• 4. Monitor the status of assigned corrective actions, follow up with responsible work groups, and ensure timely completion of required work to address root-cause issues.
• 5. Evaluate feedback received from responsible departments and determine whether additional investigation or work by another business area is required to fully resolve the issue.
• 6. Verify that meter readings are successfully obtained following corrective actions, validate that readings are complete and accurate, and ensure the information is available for downstream billing processes.

Required Qualifications for Position

• 2 yr degree AS or AA
• 4-5 years of experience in similar role
• Strong analytical and problem-solving skills with the ability to conduct root cause investigations.
• Excellent oral, written, and interpersonal communication skills.
• Ability to effectively coordinate work and resolution activities across multiple departments.
• Microsoft Excel and data analysis skills.
• Strong organizational, documentation, and follow-up skills.

Notes:

This role will be hybrid - Tues, Wed and Thurs

8:00 AM - 5:00 PM

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status