Customer Service Associate III

Job Title

Customer Service Associate III

Agency

Texas A&M Veterinary Medical Diagnostic Laboratory

Department

College Station - Client Services

Proposed Minimum Salary

Commensurate

Job Location

College Station, Texas

Job Type

Staff

Job Description

Job Description Summary

TVMDL’s Client Services department is the first point of contact for clients and sample submissions. The Customer Service Associate III works on a team of 15+ staff members to process 500+ specimens daily. This fast-paced environment requires attention to detail, quick problem-solving, and strong communication skills. Sample submissions are checked for accuracy and clarity of test requests and billing information. Each case is barcoded with a unique accession number and routed to the appropriate testing section for further processing. Sample submissions may include blood, urine, feces, tissue samples, culture swabs, and animal carcasses.

The Customer Service Associate III, under general supervision, provides general information, administrative support, and customer service to TVMDL clients and section staff. The Customer Service Associate III also assists with the daily data entry of 500+ accessions into TVMDL’s Laboratory Information Management System (LIMS). Data entry will include submissions from both College Station and Canyon TVMDL locations.

The Customer Service Associate III assists walk-in clients and visitors when not processing sample submissions. This position is also responsible for helping with TVMDL client emails, faxes, voicemails, and aiding the team in answering nearly 200 phone calls per day. This position requires knowledge of TVMDL’s test catalog, call routing procedures, and LIMS. Courtesy and professionalism are both a must when assisting clients.

Responsibilities

Sample Prep and Cataloging

Participates in sample processing by receiving samples and accessioning by entering case data into TVMDL’s LIMS. Reviews submittal forms and interpret test requests/client instructions.

Data Entry, Interpretation

Enters veterinary medical data from accessioned TVMDL submissions, including reading written text or web portal submission files, and obtains assistance from professional staff regarding various medical terminology interpretations as needed.

Client Communication

Communicates with clients requesting basic testing details and diagnostic information. Transfers client calls to the appropriate TVMDL staff members as appropriate. Resolves customer concerns and complaints. Adds, verifies, retrieves, and updates customer information as appropriate.

Quality Assurance & Safety

Adheres and conforms to quality assurance and safety programs and procedures. Assists in identifying incidents of nonconformance and noncompliance. Actively participates in quality assurance and safety programs.

SOPs, Procedures, Forms, Other Documentation

Reviews quality assurance documents to ensure clarity of instructions for entry-level staff.

Administrative Duties

Files, copies, and scans relevant paperwork, including but not limited to submission forms, regulatory forms, and supplemental information.

Training & Mentorship

Cross-trains in duties with other staff members to provide backup in case of absence.

Other

Performs work with adherence to federal, state, Texas A&M University System, and TVMDL safety rules, regulations, policies, and procedures. Performs work in such a way as to not expose others or oneself to hazards that are avoidable by reasonable and approved methods. Adheres to and maintains confidentiality of written and oral documentation/communication at TVMDL, which demonstrates an awareness of and compliance with the AAVLD Accredited Quality System that conforms to Texas A&M University System and Texas state requirements, as well as observes and adheres to TVMDL policies and procedures.

Additional Position Details:

• This position is enrolled in the TVMDL Salary Step Program, offering up to two pay increases in the first 18 months of employment for satisfactory performance.

• Incumbent will be required to take a pre-exposure rabies vaccination series; TVMDL will cover all costs.

• TVMDL is located on the campus of Texas A&M University (TAMU). Parking permits are available from TAMU at the expense of the employee.

• This position is required to work onsite during normal business hours M-F 8 AM to 5 PM and will participate in a Saturday rotation with fellow staff members.

• TVMDL is considered an essential component of the Texas A&M University System (TAMUS) and remains operational for several "open holidays" in which overtime or compensatory time may be earned.

• Occasional in-state travel is required. Operates assigned equipment in a safe manner and in adherence to all TAMUS, AgriLife, and TVMDL policies as well as local, state, and federal laws.

Qualifications

Required Education and Experience:

• High school diploma or equivalent combination of education and experience.

• Five years of related experience.

Required Knowledge, Skills and Abilities:

• Knowledge of word processing, spreadsheet, and database applications.

• Strong verbal and written communication skills.

• Strong customer service skills and detail-oriented.

• Ability to multitask and work cooperatively with others.

Required Registrations, Certifications and Licenses:

• Must have a valid Texas motor vehicle operator’s license or ability to obtain within 30 days of employment.

Preferred Education and Experience:

• Associate degree or equivalent combination of training and experience

• 5+ years of customer service experience involving telecommunication and call routing.

• Knowledge of Microsoft Office – including Word, Excel, and Outlook.

• 2+ years of data entry experience

Applicant Information

Salary: $21.63/hour

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.