Customer Care Agent

Navajo Tribal Utility Authority•Dilkon, AZ

9d•Onsite

About The Position

This role is responsible for managing customer service operations, including utility services, billing, and public relations. The agent will interact with customers to provide information, resolve complaints, and manage accounts. The position requires strong communication skills, proficiency in Microsoft Office, and the ability to handle financial transactions and data entry accurately. Navajo language proficiency is a requirement for this role.

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
Proficiency 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 notifications, obtain initial applications, and gather required documents for utility services.
Provide utility service and related information to the public and employees based on established NTUA Tariff Rules and Regulations.
Notify or locate customers with delinquent accounts and attempt to secure payment or establish payment arrangements.
Prepare correspondence and generate reports as required.
Assist and participate in customer orientation and public relations demonstrations.
Research, analyze, and review customer complaints regarding utility service billing, credit, or other concerns, and report findings.
Make recommendations to ensure customer satisfaction.
Authorize extension of credit based on evaluation of credit history, arrange terms of payment, and follow up on collection of accounts.
Accept and process necessary forms and applications for special accounts (budget, payment plan, senior citizen, and life support).
Prepare special invoicing for miscellaneous receivables.
Calculate, process, and monitor contracts for capital and reimbursable work orders.
Document and follow up on billing inquiries and complaints, and maintain customer files.
Enter and retrieve data in personal computers with proficiency and accuracy.
Process various documents and reports, record data, and file.
Balance figures, compute totals, and perform mathematical calculations.
Act as a liaison between the customer and the Authority.
Organize workloads to ensure production deadlines are met.
Greet all customers promptly and courteously.
Process work order close-outs.
Screen visitors and telephone calls and answer inquiries on procedures and policies relating to departmental functions.
Edit and correct data or routine documents.
Assist Cashier when needed.
Make travel and lodging arrangements directly or through travel agencies.
Order office supplies and prepare purchase requisitions.
Assist the Human Resources Department with employment processing of new hires or updating personnel data.
Perform other duties as assigned or requested.