Key Account Specialist

OUC - The Reliable One, an industry leader and the second largest municipal utility in Florida committed to serving the community and the environment, is presently seeking a Key Account Specialist to join the Customer Experience & Sales division.

We are looking for a customer-focused, relationship-driven and solutions-oriented professional to maintain and grow relationships with key commercial clients, deliver exceptional support on complex service and billing needs, and partner with sales teams to drive business growth.

In this role, you will manage a portfolio of assigned key commercial customers, research and resolve complex account issues, support onboarding and contract renewals, collaborate cross-functionally with operations and sales teams, and promote OUC programs and services to enhance customer value and satisfaction.

We are looking for a proactive problem-solver who takes initiative, thrives in a collaborative environment, and is excited to continuously learn, innovate, and deliver exceptional customer experiences.

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;
• Bachelor’s degree in Business, Engineering, Energy Management, or related field of study from an accredited college or university, (preferred);
• Minimum of three (3) years of experience supporting commercial customers and/or sales teams in the utility or related industry handling complex level requests such as servicing accounts, processing payments, investigating complex account issues, etc.,
• Experience working with energy efficiency programs, demand response, and renewable energy solutions (preferred);
• Experience working in CCB or related billing systems (preferred);
• Experience in a customer facing role (preferred);

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: $27.692 to $34.615 per hour commensurate with experience. (Estimated $ 57,599.36 to $ 71,999.2 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:

The Key Accounts Specialist maintains and develops relationships with assigned key commercial clients, providing exceptional service on complex billing and meter inquiries, while supporting sales efforts to drive business growth. This role bridges customer support and sales by addressing service inquiries, assisting with contract renewals, and enabling commercial sales teams with customer insights, proposals, and follow-up activities.

Primary Functions:

• Serve as the primary liaison for assigned key commercial customers, addressing service inquiries, billing questions, outage management, and usage optimization.
• Collaborate with technical teams, field operations, and billing to resolve service issues efficiently.
• Support onboarding activities including account setup, meter installations, and tariff explanations.
• Provide proactive communication regarding outages, maintenance, and service changes.
• Assist customers with demand response programs, energy efficiency initiatives, and renewable energy options.
• Monitor accounts for payment status, regulatory compliance, and contract renewals.
• Maintain current knowledge of utility regulations, tariffs, and industry trends to guide customers and internal teams.
• Collaborate with the commercial account representatives to identify customer needs and prepare customized proposals and presentations.
• Assist in monitoring and maintaining contract renewals, pricing negotiations, and amendments by providing accurate customer data and service history.
• Follow-up promptly on sales leads generated from support interactions and customer inquiries.
• Support sales forecasting by maintaining current customer account information and activity reports.
• Coordinate with marketing and sales teams on commercial promotions, pilot programs, and special offers for key accounts.
• Facilitate cross-functional communication to ensure smooth handoffs between sales, support, and operations teams.
• Perform other duties as assigned.

Technical Requirements:

• Working knowledge of all, but not limited to, the following:

• Industries of designated Accounts (i.e. Management Companies, Restaurants);
• Software Applications (Oracle Customer Care & Billing (CC&B));
• Related industry, organizational and departmental policies, practices, and procedures; legal guidelines, ordinances, and laws (including FERC, state utility commissions, etc)
• Strong knowledge of utility services, billing systems, tariffs, and regulatory frameworks;
• Excellent communication, presentation, and negotiation skills.
• Proficient in CRM tools (e.g., Salesforce), utility billing software, and Microsoft Office Suite;

• Strong problem-solving skills with ability to manage multiple accounts and priorities;
• Detail-oriented and collaborative, with a proactive approach to customer service and sales support;
• Demonstrated critical thinking and analytical skills;
• Excellent communication, presentation, and negotiation skills.
• Ability to make arithmetic computations using whole numbers, fractions and decimals, rates, ratios and percentages;
• Ability to use Microsoft Office Suite (Word, Outlook, Excel, etc.) and standard office equipment (computer, telephone, copier, etc.).

Education/ Certification/ Years of Experience Requirements:

• High School Diploma or GED;
• Bachelor’s degree in Business, Engineering, Energy Management, or related field of study from an accredited college or university, (preferred);
• Minimum of three (3) years of experience supporting commercial customers and/or sales teams in the utility or related industry handling complex level requests such as servicing accounts, processing payments, investigating complex account issues, etc.,
• Experience working with energy efficiency programs, demand response, and renewable energy solutions (preferred);

• Experience working in CCB or related billing systems (preferred);
• Experience in a customer facing role (preferred);

Working Conditions:

This job is absent of disagreeable working conditions. This job is performed in an office work environment.

Physical Requirements:

This job requires constant speaking and hearing. This job may require very frequent sitting, typing, reading and writing. This job may require occasional standing, walking, lifting up to forty

(40) lbs., bending/ stooping and reaching over head. This job may rarely require driving of a company vehicle.

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