Navajo-Speaking Contact Center Specialist

Navajo Tribal Utility Authority; Fort Defiance (AZ); On-site; USD 36,000 - 48,000; Full time

Job summary

Navajo Tribal Utility Authority in Fort Defiance, Arizona seeks a customer care representative to answer calls and emails, resolve basic inquiries, and route requests within the organization. The role emphasizes accuracy, record-keeping, and courteous assistance to customers.

The ideal candidate will have a High School Diploma, 1 year of customer service experience, and may benefit from anAssociates Degree. Navajo language ability and a valid driver’s license are preferred.

Qualifications

• High School Diploma or GED required.
• Associates Degree preferred.
• 1 year customer service experience.
• Payment processing experience preferred.
• Ability to communicate in the Navajo Language preferred.
• Typing 30 words per minute and pass a script reading test.
• Valid Driver's License.

Responsibilities

• Address basic customer issues such as general inquiries, non-technical questions, password recover, website navigation assistance and basic how-to questions.
• Provides front-line and first tier responses to customer inquiries. Follows-up and ensures that customer issues are handled effectively.
• Answers phone calls and emails, ascertains the nature of the request and responds and resolves.
• Manages large amounts of inbound calls in a timely and efficient manner while maintaining a high level of customer satisfaction.
• Builds sustainable relationships and engage customers by going the extra mile.
• Identified customers' needs, clarify information, research every issue and provide solution and/or alternative to customer needs.
• Routes calls to appropriate resource within NTUA based on defined operational processes.
• Meets personal/team qualitative and quantitative targets.
• Completes call logs where available.
• Keeps records and documentation of customer interactions or transactions, including detail of inquiries, complaints, or comments and actions taken to resolve.
• Maintains records in accordance with established policies and procedures and audit guidelines.
• Performs other duties as assigned.

Skills

Customer service

Navajo language

Typing 30 wpm

Script reading

Communication

Payment processing

Education

High School Diploma

Associates Degree preferred

Job description

Navajo Tribal Utility Authority in Fort Defiance, Arizona seeks a customer care representative to answer calls and emails, resolve basic inquiries, and route requests within the organization. The role emphasizes accuracy, record-keeping, and courteous assistance to customers.

The ideal candidate will have a High School Diploma, 1 year of customer service experience, and may benefit from anAssociates Degree. Navajo language ability and a valid driver’s license are preferred.