Customer Care Agent

Navajo Tribal Utility Authority • Kayenta, AZ

280d • $19

About The Position

The Customer Care Agent position is part of the Customer Experience Department (CXDP) located in Kayenta, AZ. This full-time role offers an hourly wage of $19.84 and comes with excellent benefits. The position is responsible for providing utility service information, managing customer accounts, and ensuring customer satisfaction through various tasks and responsibilities.

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.
• Proficient in Microsoft Office skills (Word, Excel, PowerPoint, 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 to complete service and/or job orders for utility services.
• Provide utility service and/or 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 using telephone and/or postal services.
• 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, and/or other concerns and report findings; make recommendations to ensure customer satisfaction.
• Research and review payments and account liabilities based on customer accounts and provide information to the appropriate individual.
• 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, complaints, and maintain customer files.
• Enter and retrieve data in mainframes and personal computers with proficiency and accuracy.
• Process various documents and reports, record data, and file.
• Balance figures, compute totals, and perform mathematic calculations.
• Act as a liaison between customers and the Authority.
• Organize workloads to ensure production deadlines are met.
• Greet all customers promptly and courteously.
• Assist in the survey of proposed or existing facilities.
• Close out work orders.
• Screen visitors and telephone calls and answer inquiries on procedures and policies relating to departmental functions.
• Direct the disposition of obsolete files in accordance with the company's established schedules for retiring files or per legal requirements.
• Type correspondence, reports, memoranda, special projects, technical papers, and related material for department staff as requested.
• 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 manage purchase requisitions.
• Assist Human Resources department with employment processing of new or updating personnel data.
• Perform other duties as assigned or requested.

Benefits

• Excellent Benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Utilities
• Education Level: High school or GED