Customer Care Agent-SR

Navajo Tribal Utility Authority; Shiprock (NM); On-site; USD 38,000 - 48,000; Full time

Benefits offered by this job

Navajo Preference

Navajo Veteran Preference

Equal opportunity employer

Job summary

The Navajo Tribal Utility Authority is seeking an organized administrative professional in Shiprock, NM, to handle customer and public relations tasks, billing support, and service coordination. You will process applications, respond to inquiries, and assist with payments and credit arrangements, ensuring accuracy in mainframe data entry.

Responsibilities include preparing reports, handling special accounts, and coordinating with the cashier and HR on employment processing.

Qualifications

• High School Diploma or GED is required.
• Vocational or specialized training is required.
• 2–3 years' experience in customer and public relations.
• 2–3 years' experience in accounting, bookkeeping and data entry.
• Proficiency in Microsoft Word, Excel, PowerPoint and Outlook.
• Navajo language proficiency is required.
• Valid driver's license is required.

Responsibilities

• Create service notifications and gather documents for service/job orders.
• Provide utility information to public and employees per tariff rules.
• Notify delinquent accounts and arrange payments or payment plans.
• Prepare correspondence and reports as required.
• Assist in customer orientation and public relations demonstrations.
• Investigate and report on customer billing concerns to improve satisfaction.
• Review payments and account liabilities; communicate with appropriate personnel.
• Authorize credit extensions and arrange terms of payment.
• Process forms for special accounts and prepare invoicing for receivables.
• Balance figures and perform calculations; act as liaison between customer and Authority.
• Organize workloads to meet production deadlines and greet customers promptly.
• Assist in facility surveys, work order closeouts, and reception duties.
• Screen visitors and telephone inquiries on procedures and policies.

Skills

Customer service

Public relations

Accounting data entry

MS Office

Navajo language

Driver's license

Microsoft Excel

Word processing

PowerPoint

Outlook

Education

High School Diploma or GED

Vocational/Specialized Training

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