Customer Service Associate I

Job Title

Customer Service Associate I

Agency

Texas A&M Agrilife Research

Department

Dean's Office Staff

Proposed Minimum Salary

Commensurate

Job Location

College Station, Texas

Job Type

Staff

Job Description

About Texas A&M AgriLife

Texas A&M AgriLife is comprised of the following Texas A&M University System members:

• Texas A&M AgriLife Extension Service
• Texas A&M AgriLife Research
• College of Agriculture and Life Sciences at Texas A&M University
• Texas A&M Forest Service
• Texas A&M Veterinary Medical Diagnostic Laboratory

As the nation’s largest most comprehensive agriculture program, Texas A&M AgriLife brings together a college and four state agencies focused on agriculture and life sciences within The Texas A&M University System. With over 5,000 employees and a presence in every county across the state, Texas A&M AgriLife is uniquely positioned to improve lives, environments and the Texas economy through education, research, extension and service.

Click here to learn more about how you can be a part of AgriLife and make a difference in the world!

Position Information

We are seeking a Customer Service Associate I who will serve as the primary customer service representative for the COALS Academic Advising Hub. This position is responsible for creating a welcoming, professional, and student-centered environment while providing exceptional front-line customer service to students, families, faculty, staff, and visitors. The position responds to inquiries in person, by telephone, and by email; assists students in navigating university resources; manages front desk operations; and supports the daily operations of the advising hub through outstanding customer service and operational support.

Essential Duties and Tasks: 

75% Customer Service

• Serves as the first point of contact for students, families, faculty, staff, and visitors, creating a welcoming, professional, and student-centered environment within the advising hub.

• Responds professionally and courteously to student and customer inquiries in person, by telephone, and through email.

• Welcomes and checks in students for scheduled and drop-in advising appointments while managing student traffic and coordinating the flow of students throughout the advising office.

• Assists students who visit the advising office without an appointment by providing basic academic advising and curricular information within established guidelines and connecting students with an academic advisor when appropriate.

• Helps students navigate university systems, including scheduling advising appointments through Navigate, locating university resources, and accessing advising information.

• Explains advising services, office procedures, university processes, and available student resources.

• Builds positive relationships with students by anticipating customer needs, exercising sound judgment, and providing proactive, solution-oriented customer service.

• Provides referrals to appropriate campus offices and university partners including Aggie One Stop, Scholarships & Financial Aid, Registrar, Student Business Services, Disability Resources, Counseling & Psychological Services, Career Center, International Student & Scholar Services, Veteran Services, and other campus resources based on student needs.

• Maintains advising forms, informational materials, electronic resources, and front desk communications to ensure students receive current and accurate information.

• Maintains confidentiality of student information in accordance with FERPA and university policies.

• Supports the COALS Advising Standard of Care by providing timely, respectful, equitable, and customer-focused service to all students and visitors.

• Supports the mission and goals of COALS Academic Advising by contributing to a positive student experience and collaborative office culture.

5% Records and Files

• Performs routine filing, scanning, and organization of student and office records.

• Performs data entry, retrieval, and maintenance of advising records and databases while maintaining confidentiality.

• Assists with preparation of reports, correspondence, and routine office documentation.

• Maintains electronic and physical advising resources and records as needed.

20% Duty Title (for the department's use)

• Supports daily advising hub operations through coordination of front desk activities and customer service functions.

• Orders, inventories, and maintains office supplies, advising materials, and reception area resources.

• Maintains an organized, professional, and welcoming advising environment.

• Assists with preparation of orientation sessions, advising events, outreach activities, workshops, and student success initiatives.

• Coordinates incoming and outgoing deliveries and routine office operations.

• Assists advisors and leadership with operational projects that improve student service and office efficiency.

• Participates in staff meetings, relevant trainings, and professional development.

• Maintains working knowledge of university policies, advising procedures, and campus resources necessary to provide effective front-line customer service.

• Contributes to a collaborative team environment by assisting colleagues during peak advising periods and other operational needs.

• Promotes professionalism, continuous improvement, and exceptional customer service consistent with the mission and values of COALS Academic Advising.

 

Qualifications

Required Education:

• High school graduation or any equivalent combination of education and experience.

 

Required Experience:

• Two years in general office or clerical work.

Knowledge, Skills, and Abilities:

• Ability to communicate effectively, both written and verbally. 

• Ability to work in a fast pace, high volume environment.

• Knowledge of word processing, spreadsheet, and database applications. 

• Strong customer service skills and detail-oriented.
• Ability to multitask and work cooperatively with others.

 

Additional Information

Machines and Equipment:

• Computer

• Telephone

 

Other Requirements and Factors:

• This position is security sensitive.

• This position requires compliance with state and federal laws/codes and Texas A&M University System/TAMU policies, regulations, rules and procedures.

• All tasks and job responsibilities must be performed safely without injury to self or others in compliance with System and University safety requirements

• (If applicable) This position allows alternate work location per TAMU guidelines

Why Work at Texas A&M AgriLife?

When you choose to work for Texas A&M AgriLife, you become part of an organization that is an established leader in agriculture and life sciences with a wide range of capabilities to meet the needs of our statewide, national, and international constituents.

In addition, Texas A&M AgriLife offers a comprehensive benefit package including the following:

• Health, dental, vision, life and long-term disability insurance with Texas A&M AgriLife contributing to employee health and basic life premiums 
• 12-15 days of annual paid holidays  
• Up to eight hours of paid sick leave and at least eight hours of paid vacation each month
• Automatic enrollment in the Teacher Retirement System of Texas  
• Employee Wellness Initiative for Texas A&M AgriLife

Applicant Instructions

Applications received by Texas A&M AgriLife must either have all job application data entered or a resume attached. Failure to provide all job application data or a complete resume could result in an invalid submission and a rejected application. We encourage all applicants to upload a resume or use a LinkedIn profile to prepopulate the online application.

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/Veterans/Disability Employer.