Applicant Pool Only - Contact Center Agent 02-Jan-2019 to 29-Mar-2019 (MST) Applicant Pool - Contact Center Agent Fort Defiance, AZ, USA 15.53 Hourly Full Time Excellent Benefits MINIMUM QUALIFICATIONS REQUIRED: High School Diploma/GED Certificate/Associates Degree. 3 years customer service experience including payment processing. Ability to communicate in the Navajo Language preferred. Must be able to type (typing test may be administered). Valid Driver's License (subject to motor vehicle record review). JOB RESPONSIBILITIES AND PERFORMANCE OBJECTIVES: Provides first tier/front line and second tier responses to customer inquiries. Follows-up and ensures that customer issues are handled effectively. Accepts, processes necessary forms and applications for special accounts (budget payment plan, senior citizen and life support). Enters and retrieves data in mainframes and personal computer with proficiency and accuracy. Answers phone calls and emails, ascertains the nature of the request and responds and resolves. Manages large amount 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. Identifies customers' needs, clarify information, research every issue and provide solution and/or alternatives to customer needs. Manages customer escalations on the highest priority and work with appropriate internal departments for resolution. Routes calls to appropriate resource within NTUA based on defined operational processes. Follows up customers calls where necessary. 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. Assists with special projects. Prepares or assists with the preparation of scheduled and/or ad hoc statistical and narrative reports; performs information gathering and analysis and/or forecasting, as specifically directed. Maintains records in accordance with established policies and procedures and audit guidelines. Performs other duties as assigned. This announcement is for an Applicant Pool to be used by NTUA. This announcement will close on Friday, March 29, 2019, visit www.ntua.com to apply. The online NTUA Employment Application must be completed for consideration. If you have any questions please call NTUA Human Resources @ (928) 729-6252 . Navajo Preference Navajo Veteran Preference