Customer Care Agent-DK

Navajo Tribal Utility Authority; Arizona; On-site; USD 36,000 - 48,000; Full time

Job summary

Navajo Tribal Utility Authority in Arizona is seeking an administrative professional to handle customer relations, billing, data entry and office support. The role emphasizes accuracy, communication, and adherence to tariff rules while supporting public relations efforts and service delivery.

Responsibilities include processing service orders, front-desk support, coding and reporting, and coordinating with departments to ensure timely work completion.

Qualifications

• Requires customer/public relations experience and strong communication skills.
• Experience in data entry and accounting basics.
• Proficiency with Microsoft Office suite (Word, Excel, PowerPoint, Outlook).
• Navajo language ability is required.
• Valid driver’s license is required.

Responsibilities

• Create service notifications, collect initial applications, and gather documents for service/job orders.
• Provide utility service information to the public and staff according to tariff rules and regulations.
• Notify or locate customers with delinquent accounts; pursue payment or set up arrangements.
• Prepare correspondence and generate required reports.
• Assist in customer orientation and public relations demonstrations.
• Review customer complaints about billing, credit, or service and report findings to improve satisfaction.
• Review payments and account liabilities; provide information to appropriate staff.
• Authorize extensions of credit based on credit history; arrange terms and follow up on collections.
• Process forms for special accounts (budget, payment plans, senior citizen, life support).
• Prepare invoicing for miscellaneous receivables and monitor contracts for work orders.
• Document and follow up on billing inquiries and maintain customer files.
• Enter and retrieve data in mainframes with accuracy; handle various documents and reports.

Education

High School Diploma or GED Certificate

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Outlook

Job description

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 mainframes 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 a 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.

Navajo Preference

Navajo Veteran Preference

This institution is an equal opportunity provider and employer