Customer Service Associate III

Texas A&M University System • College Station, TX

3d • $22 • Onsite

About The Position

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.

Requirements

• High school diploma or equivalent combination of education and experience.
• Five years of related experience.
• 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.
• Must have a valid Texas motor vehicle operator’s license or ability to obtain within 30 days of employment.

Nice To Haves

• 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

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED