Applicant Pool Only - Contact Center Agent I

Navajo Tribal Utility Authority•Fort Defiance, AZ

1d•Onsite

About The Position

This position is for an entry-level Contact Center Agent who will provide front-line customer support. Responsibilities include addressing basic customer inquiries, processing payments, and managing inbound calls and emails. The agent will build customer relationships, identify needs, and provide solutions, routing complex issues to appropriate resources. Performance targets must be met, and detailed records of customer interactions must be maintained.

Requirements

High School Diploma/GED Certificate
1 year customer service experience
Ability to type 30 words per minute
Pass a script reading test
Valid Driver's License (subject to motor vehicle record review)

Nice To Haves

Associates Degree
Payment processing experience
Ability to communicate in the Navajo Language

Responsibilities

Address basic customer issues such as general inquiries, non-technical questions, password recovery, website navigation assistance and basic how-to questions.
Provides front-line and first tier responses to customer inquiries.
Follows-up and ensures that customer issues are handled effectively.
Answers phone calls and emails, ascertains the nature of the request and responds and resolves.
Manages large amounts of inbound calls in a timely and efficient manner while maintaining a high level of customer satisfaction.
Builds sustainable relationships and engage customers by going the extra mile.
Identifies customers' needs, clarifies information, researches every issue and provides solutions and/or alternatives to customer needs.
Routes calls to appropriate resource within NTUA based on defined operational processes.
Meets personal/team qualitative and quantitative targets.
Completes call logs where available.
Keeps records and documentation of customer interactions or transactions, including detail of inquiries, complaints, or comments and actions taken to resolve.
Maintains records in accordance with established policies and procedures and audit guidelines.
Performs other duties as assigned.