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Customer Service Associate III

4 months ago

Canyon, United States Texas A&M Veterinary Medical Diagnostic Laboratory (TVMDL) Full time
Job Title
Customer Service Associate III

Agency
Texas A&M Veterinary Medical Diagnostic Laboratory

Department
Canyon - Client Services

Proposed Minimum Salary
$17.45 hourly

Job Location
Canyon, Texas

Job Type
Staff

Job Description

TVMDL's Client Services Section is the first point of contact for clients and sample submissions. The Customer Service Associate III will work on a team of 5 staff members to process 100+ 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 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.

When not processing sample submissions, the Customer Service Associate III will be responsible for assisting walk-in clients and visitors. This position is also responsible for assisting with TVMDL client emails, faxes, voicemails and aiding the team in answering approximately 75 phone calls per day. This position will require knowledge of TVMDL's test catalog, call routing procedures, and LIMS. Courtesy and professionalism are both a must when assisting clients.

Sample Prep and Cataloging

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

Data Entry, Interpretation, Client Confidentiality

Enter veterinary medical data from accessioned TVMDL submissions, including reading written text or web-portal submission files and obtain assistance from professional staff regarding various medical terminology interpretation as needed. Adhere to and maintain 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 University System and Texas state requirements, as well as observe and adhere to TVMDL policies and procedures.

Client Communication

Communicate with clients requesting basic testing details and diagnostic information. Transfer client calls to the appropriate TVMDL staff members as appropriate. Resolve customer concerns and/or complaints. Add, verify, retrieve and update customer information as appropriate.

Quality Assurance & Safety

Adhere and conform to quality assurance and safety programs and procedures. Assist in identifying incidents of nonconformance and noncompliance. Actively participate in quality assurance and safety programs.

SOPs, Procedures, Forms, Other Documentation

Review 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 submission forms, regulatory forms, and supplemental information.

Teamwork and Cooperation

Foster laboratory teamwork, cooperation, professional standards, and communication. Cross-train in duties with other staff members to provide backup in case of absence.

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 West Texas A&M University (WTAMU). Parking permits are available from WTAMU 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.
  • 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
  • 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
  • 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.
  • Strong verbal and written communication skills.
  • 2+ years of data entry experience


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.