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
Pay Rate: $17.45/hour
TVMDL's Client Services Section is the first point of contact for clients and sample submissions. The Customer Services Associate III will work on a team of 15+ staff members to process 500+ specimens a day. This is a fast-paced environment that 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 will also be responsible for assisting with the data entry of 500 + accessions into TVMDL's Laboratory Information System. Data entry will include submissions from both College Station and Canyon locations.
When not processing sample submissions, the Customer Service Associate III will be responsible for assisting our TVMDL clients with an average of 160 phone calls a day, as well as walk-in clients and visitors. This position will require knowledge of TVMDL's testing catalog, call routing, and the ability to navigate web browsers and TVMDL's Laboratory Information Management System. Courtesy and professionalism is a must when assisting clients.
Sample Prep, Sample Cataloging: Participates in sample processing by receiving samples, ensuring samples are properly accessioned, entering case data into TVMDL's laboratory information management system (LIMS), and ensures samples are fit for purpose of testing. Reviews submittal forms and interpret test requests/client instructions.
Data Entry, Interpretation, Results: Enters veterinary medical data from received TVMDL submissions, including reading written text or web-portal submission files. Obtains assistance from professional staff regarding medical terminology interpretation, as needed. Maintains responsibility of original documents and time sensitive reports. Prepares and maintains confidential medical/laboratory reports and mailings. Adheres to and maintains confidentiality of written and oral documentation / communication at TVMDL, which demonstrates an awareness of and compliance with AAVLD Accredited Quality System that conforms to Texas A&M System and State requirements, as well as, observation and adherence to TVMDL Policies and Procedures.
Client Communication: Communicates with clients requesting basic testing details and capabilities. Assists clients with general lab questions and transfers to the appropriate staff members when testing consults are needed. Resolves customer problems and complaints. Add, verify, retrieve, and change customer information and conduct periodic audits for accuracy.
Quality Assurance & Safety: Adheres and conforms to quality assurance and safety programs and procedures. Assists in identifying incidents of nonconformance and noncompliance. Actively participate 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: File, copy and/or scan relevant paperwork, including but not limited to worksheets, forms, accession forms, regulatory forms, quality assurance and safety documentation, equipment maintenance forms, and logbooks.
Teamwork & Cooperation: Fosters laboratory teamwork, cooperation, professional standards and communication.
Other: Work shall be performed with adherence to federal, state, Texas A&M University System, and TVMDL safety rules, regulations, policies, and procedures. Perform work in such a way as to not expose others or oneself to hazards that are avoidable by reasonable and approved methods.
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 8am to 5pm 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.
This position may have access to equine or greyhound racing drug testing samples, records, and/or data and as such, the incumbent must have no financial interest in racehorses, racing greyhounds, or a racetrack, or any other conflict of interest within the racing industry. Furthermore, such employees shall have no investments in any racetrack nor receive any remuneration from a racetrack association, nor own or lease a racehorse or racing greyhound that is racing in the State of Texas. The incumbent may be required to consent to a background investigation through by the Texas Department of Public Safety including, but not limited to, fingerprinting of all TVMDL staff involved in drug testing for livestock and race animals.
Required Education and Experience: High School diploma or equivalent combination of training and experience.
Five years of related experience.
Understanding of basic computer functions.
Strong customer service skills and detail-oriented.
Ability to multi-task and work cooperatively with others.
Preferred Education and Experience: Associates Degree or equivalent combination of training and experience.
5+ years of customer service experience involving telecommunication and call routing.
2+ years of data entry experience
Knowledge of Microsoft Office - including Word, Excel and Outlook.
Strong verbal and written communication skills.
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/Affirmative Action/Veterans/Disability Employer.
