Customer Service Associate I
Texas A&M Engineering Extension Service
Infrastructure Training And Safety Institute
Proposed Minimum Salary
The Customer Service Associate I will represent the Customer Care Center and the ITSI division programs by providing service to new and existing ITSI customers and ensuring quality control of student records. This position will answer customer calls via a multi-line '800' call center phone, offer guidance on class registration and information, and will research problems to offer problem resolution. Additionally, this position processes routine correspondence, forms, and other class record documents and enters all required information into the agency student management system. This position is responsible for processing reconciliation of ITSI class record files and completing them within TEEX guidelines for audit purposes. He/She is responsible for reviewing class entries in SMS and comparing them to Master schedules for accuracy of entry. Perform other duties as assigned by Customer Care Center Supervisor.
Provide Customer Care Service Specific Tasks – 50%: Offers guidance for in-bound customer calls regarding ITSI program options, course information, class schedules, registration information, etc. and explains/applies TEEX policies and procedures as needed. Receives and processes customer class registration for ITSI training classes. Ensures forms are complete and accurate to ensure requirements are met. Adds, verifies, retrieves and changes customer registrations as necessary and enters and takes payment information. Helps customers with any registration requests/problems. Investigates/researches customer complaints and offers problem resolution.
Maintain TEEX database and program records Specific Tasks – 50%: Processes reconciliations of 20% of all ITSI classes within TEEX guidelines of 30 days. Reviews class records and confirms attending students with their required payments for the classes and ensures secure sensitive information of the students is accurately processed for ITSI class records in order to meet agency and state audit requirements. Works closely with program managers, training managers, instructors and ITSI support/administrative staff as necessary. Provides input into the development and improvement of office procedures. Creates, maintains, completes and reconciles class information in the TEEX database system and in the class folders according to State, TAMUS and TEEX policies. Records must be completed within 14 business days of the last day of the class. Completes program specific paperwork and requirements as necessary, and within State, System and/or contract deadlines to support contract, State or other program needs. Percent: 50
Other Specific Tasks: Adheres to the Managers service excellence standards and represents the Customer Care Center and customers. Adheres to normal work schedule. May be required to occasionally work overtime hours as directed by supervisor. Cross-trains across the divisional programs to ensure efficiency and depth for the Customer Care Center. Promotes team work by actively participating in team meetings and events and interacting positively and professionally with fellow staff members.
+ High School diploma or GED
+ Two years of related experience in general office, clerical or customer relations experience.
+ Valid Driver’s License
+ Associates degree from an accredited college or university.
+ Two years of related experience in general office, clerical or customer relations experience
+ Two years of customer relations experience working with student records. Two years of office management
+ This position is security sensitive
Knowledge, Skills and Abilities:
Knowledge of word processing, spreadsheet and data entry applications, standard office equipment, and personal computer. Ability to work overtime as-needed. Must have good verbal and written communication, clear diction and excellent customer service skills. Good interpersonal skills and ability to interact respectfully and professionally with staff, students, and external partners. Attention to detail and accuracy in processing.
Must be able to use keyboard, answer multi-line 800 call system telephone, and move office supplies, equipment, and files up to 20 lbs. with or without assistance. Must be able to remain stationary for long periods of time as required by office environment.
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 committed to diversity.
The Texas A&M Engineering Extension Service (TEEX) is an internationally recognized leader in the delivery of emergency response, homeland security, workforce training and exercises, technical assistance, and economic development. Last year, TEEX served more than 173,000 people from every U.S. state and territory and 81 countries worldwide.
TEEX operates a comprehensive emergency preparedness campus, which includes some of the world’s top training facilities in the Brayton Fire Training Field, Disaster City® and the Emergency Operations Training Center, as well as state-of-the-art facilities for public utilities, law enforcement, and unexploded ordnance training. As part of the National Domestic Preparedness Consortium and home to the National Emergency Response and Rescue Training Center, TEEX has been a leader in homeland security training since 1998. The agency also sponsors the state’s elite urban search and rescue team, Texas Task Force 1, standing ready to respond at a moment’s notice in times of disaster.
Texas A&M Engineering Extension Service is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer.
If you need assistance in applying for this job, please contact (979) 458-6801.
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