Applicant Pool Only - Contact Center Agent I

Minimum Qualifications High School Diploma/GED Certificate Associates Degree preferred 1 year customer service experience Payment processing experience preferred Ability to communicate in the Navajo Language preferred Must be able to type 30 words per minute and pass a script reading test Valid Driver's License (subject to motor vehicle record review) Navajo Preference Navajo Veteran Preference Responsibilities Address basic customer issues such as general inquiries, non-technical questions, password recovery, 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 engages customers by going the extra mile. Identifies customers' needs, clarifies information, researches every issue and provides solutions and/or alternatives to customer needs. Routes calls to appropriate resources 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. This institution is an equal opportunity provider and employer. #J-18808-Ljbffr Navajo Tribal Utility Authority