Customer Service Associate I

Customer Service Associate I Texas A&M AgriLife is comprised of the following Texas A&M University System members: Texas A&M AgriLife Extension Service Texas A&M AgriLife Research College of Agriculture and Life Sciences at Texas A&M University Texas A&M Forest Service Texas A&M Veterinary Medical Diagnostic Laboratory As the nation's largest most comprehensive agriculture program, Texas A&M AgriLife brings together a college and four state agencies focused on agriculture and life sciences within The Texas A&M University System. With over 5,000 employees and a presence in every county across the state, Texas A&M AgriLife is uniquely positioned to improve lives, environments and the Texas economy through education, research, extension and service. Position Information We are seeking a Customer Service Associate I who will serve as the primary customer service representative for the COALS Academic Advising Hub. This position is responsible for creating a welcoming, professional, and student-centered environment while providing exceptional front-line customer service to students, families, faculty, staff, and visitors. The position responds to inquiries in person, by telephone, and by email; assists students in navigating university resources; manages front desk operations; and supports the daily operations of the advising hub through outstanding customer service and operational support. Essential Duties and Tasks: 75% Customer Service Serves as the first point of contact for students, families, faculty, staff, and visitors, creating a welcoming, professional, and student-centered environment within the advising hub. Responds professionally and courteously to student and customer inquiries in person, by telephone, and through email. Welcomes and checks in students for scheduled and drop-in advising appointments while managing student traffic and coordinating the flow of students throughout the advising office. Assists students who visit the advising office without an appointment by providing basic academic advising and curricular information within established guidelines and connecting students with an academic advisor when appropriate. Helps students navigate university systems, including scheduling advising appointments through Navigate, locating university resources, and accessing advising information. Explains advising services, office procedures, university processes, and available student resources. Builds positive relationships with students by anticipating customer needs, exercising sound judgment, and providing proactive, solution-oriented customer service. Provides referrals to appropriate campus offices and university partners including Aggie One Stop, Scholarships & Financial Aid, Registrar, Student Business Services, Disability Resources, Counseling & Psychological Services, Career Center, International Student & Scholar Services, Veteran Services, and other campus resources based on student needs. Maintains advising forms, informational materials, electronic resources, and front desk communications to ensure students receive current and accurate information. Maintains confidentiality of student information in accordance with FERPA and university policies. Supports the COALS Advising Standard of Care by providing timely, respectful, equitable, and customer-focused service to all students and visitors. Supports the mission and goals of COALS Academic Advising by contributing to a positive student experience and collaborative office culture. 5% Records and Files Performs routine filing, scanning, and organization of student and office records. Performs data entry, retrieval, and maintenance of advising records and databases while maintaining confidentiality. Assists with preparation of reports, correspondence, and routine office documentation. Maintains electronic and physical advising resources and records as needed. 20% Duty Title (for the department's use) Supports daily advising hub operations through coordination of front desk activities and customer service functions. Orders, inventories, and maintains office supplies, advising materials, and reception area resources. Maintains an organized, professional, and welcoming advising environment. Assists with preparation of orientation sessions, advising events, outreach activities, workshops, and student success initiatives. Coordinates incoming and outgoing deliveries and routine office operations. Assists advisors and leadership with operational projects that improve student service and office efficiency. Participates in staff meetings, relevant trainings, and professional development. Maintains working knowledge of university policies, advising procedures, and campus resources necessary to provide effective front-line customer service. Contributes to a collaborative team environment by assisting colleagues during peak advising periods and other operational needs. Promotes professionalism, continuous improvement, and exceptional customer service consistent with the mission and values of COALS Academic Advising. Qualifications Required Education: High school graduation or any equivalent combination of education and experience. Required Experience: Two years in general office or clerical work. Knowledge, Skills, and Abilities: Ability to communicate effectively, both written and verbally. Ability to work in a fast pace, high volume environment. Knowledge of word processing, spreadsheet, and database applications. Strong customer service skills and detail-oriented. Ability to multitask and work cooperatively with others. Additional Information Machines and Equipment: Computer Telephone Other Requirements and Factors: This position is security sensitive. This position requires compliance with state and federal laws/codes and Texas A&M University System/TAMU policies, regulations, rules and procedures. All tasks and job responsibilities must be performed safely without injury to self or others in compliance with System and University safety requirements (If applicable) This position allows alternate work location per TAMU guidelines Why Work at Texas A&M AgriLife? When you choose to work for Texas A&M AgriLife, you become part of an organization that is an established leader in agriculture and life sciences with a wide range of capabilities to meet the needs of our statewide, national, and international constituents. In addition, Texas A&M AgriLife offers a comprehensive benefit package including the following: Health, dental, vision, life and long-term disability insurance with Texas A&M AgriLife contributing to employee health and basic life premiums 12-15 days of annual paid holidays Up to eight hours of paid sick leave?and at least?eight hours of paid vacation each month Automatic enrollment in the?Teacher Retirement System of Texas Employee Wellness Initiative for Texas A&M AgriLife Applicant Instructions Applications received by Texas A&M AgriLife must either have all job application data entered or a resume attached. Failure to provide all job application data or a complete resume could result in an invalid submission and a rejected application. We encourage all applicants to upload a resume or use a LinkedIn profile to prepopulate the online application. All positions are security-sensitive. Applicants are subject to a criminal history investigation, and employment is contingent upon the institution's verification of credentials and/or other information required by the institution's procedures, including the completion of the criminal history check. Equal Opportunity/Veterans/Disability Employer.