Customer Care Agent

Navajo Tribal Utility Authority•Chinle, AZ

7d•Onsite

About The Position

This role is responsible for managing customer utility services, including creating service notifications, gathering required documents, and providing information based on established rules and regulations. The agent will handle delinquent accounts, prepare correspondence and reports, and assist with customer orientation and public relations. A key aspect of the role involves researching and resolving customer complaints regarding billing, credit, and other concerns, making recommendations to ensure customer satisfaction. The position also entails authorizing credit extensions, arranging payment terms, and following up on collections. Responsibilities include processing forms and applications for special accounts, preparing special invoicing, and calculating/monitoring contracts for work orders. The agent will document and follow up on billing inquiries and complaints, maintain customer files, and accurately enter and retrieve data using personal computers. Additional duties include organizing workloads to meet deadlines, greeting customers courteously, assisting with facility surveys, closing out work orders, screening visitors and calls, and managing file disposition according to established schedules. The role also involves typing correspondence and reports, editing documents, assisting the Cashier and Human Resources department, making travel arrangements, and ordering office supplies. The position operates under Navajo Preference and Navajo Veteran Preference. This institution is an equal opportunity provider and employer.

Requirements

High School Diploma or GED Certificate.
Vocational/Specialized Training
2 - 3 years' experience in Customer and Public Relations
2 - 3 years' experience in Accounting, Bookkeeping and Data Entry
Must be proficient in Microsoft computer skills (Word, Excel, Power Point and Outlook)
Navajo speaking is required
Valid Driver's License required (subject to motor vehicle record review)

Responsibilities

Create service notification, obtains initial application, and gathers required documents to complete service and/or job orders for utility services.
Provides utility service and/or related information to the public and employee, based on established NTUA Tariff Rules and Regulations.
Notifies or locates customers with delinquent accounts and attempts to secure payment or establish payment arrangements, using telephone and/or postal services.
Prepares correspondence and generates reports as required.
Assists and participates in customer orientation and public relations demonstrations.
Researches, analyzes, and reviews customer complaints regarding utility service billing, credit and/or other concerns and reports finding; makes recommendations to ensure customer satisfaction.
Authorizes extension of credit based on evaluation of credit history, arranges terms of payment and follow up on collection of accounts.
Accepts, processes necessary forms and applications for special accounts (budget, payment plan, senior citizen and life support).
Prepares special invoicing for miscellaneous receivables.
Calculates, processes, and monitors contracts for capital and reimbursable work orders.
Documents and follow-up on billing inquiries, complaints, and maintains customer files.
Entries and retrieves data in personal computers with proficiency and accuracy.
Processes various documents and reports, records data and files.
Balances figures, computes totals, and performs mathematic calculations.
Acts as liaison between customer and the Authority.
Organizes workloads to ensure production deadline are met.
Greets all customers promptly and courteously.
Assist in the survey of proposed or existing facilities.
Work order close out.
Screens visitors and telephone calls and answers inquiries on procedures and policies relating to departmental function.
Directs the disposition of obsolete files in accordance with company's established schedules for retiring files or per legal requirements.
Types correspondence, reports, memoranda, special projects, technical papers and related material for department staff as requested.
Edits and corrects data or routine documents.
Assist Cashier when needed.
Make travel and lodging arrangements directly or through travel agencies.
Orders office supplies - purchase requisitions.
Assist Human Resources department with employment processing of new or updating personnel data.
Performs other duties as assigned or requested.