What are the responsibilities and job description for the Customer Care Agent position at Navajo Tribal Utility Authority?
MINIMUM REQUIRED QUALIFICATIONS:
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)
JOB RESPONSIBILITIES AND PERFORMANCE OBJECTIVES:
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.
Researches and reviews payments and account liabilities based on customer account and provide information to appropriate individual.
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.
Work order close out.
Screens visitors and telephone calls and answers inquiries on procedures and policies relating to departmental function.
Edits and corrects data or routine documents.
Assist Cashier when needed.
Make travel and lodging arrangements directly or through travel agencies.
Performs other duties as assigned or requested.
Navajo Preference
Navajo Veteran Preference
This institution is an equal opportunity provider and employer.
