Customer Service Associate III

Job TitleCustomer Service Associate III Agency Texas A&M Veterinary Medical Diagnostic Laboratory Department College Station - Client Services Proposed Minimum SalaryCommensurate Job LocationCollege Station, Texas Job TypeStaff Job Description Job Description Summary TVMDLs 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 TVMDLs 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 TVMDLs 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 TVMDLs 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 operators 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 institutions verification of credentials and/or other information required by the institutions procedures, including the completion of the criminal history check. Equal Opportunity/Veterans/Disability Employer. TVMDL is a member ofThe Texas A&M University Systemand Texas A&M AgriLife and includes four diagnostic laboratories serving veterinarians, livestock producers, and government agencies. TVMDL performs an average of 1 million tests per year on submissions from Texas, neighboring states, and around the world. TVMDL has proudly served Texas as the state veterinary diagnostic laboratory for over 50 years. Our work in diagnostic testing, veterinary medicine, and disease surveillance promotes animal health and protects agricultural, companion animal and public health in Texas and beyond. We invite you to explore our agency and discover what a career at TVMDL has to offer you. TVMDL professionals work with specimens from almost all mammalian and avian species.Staff work alongside some of the foremost veterinary diagnostic specialists in the world and have the opportunity to perform advanced diagnostic techniques as well as the tried-and-true classical test methods. Benefits options include: Health, dental, vision, and life insurance Retirement programs Employee Assistance Program Flexible Spending Accounts Wellness Release Program Paid holidays, vacation, and sick leave Opportunities to earn compensatory time TVMDL employee programs include: Formal career ladder Salary Step Program Educational Reimbursement Program Discounted diagnostic testing, veterinary care, and pet supplies Complimentary onsite fitness center, fitness classes, and showers at TVMDL - College Station